Forgive the length of this review, it was an awful experience for us, and I want to make sure I cover everything.
We did a complete remodel of our kitchen, beginning with a total gut in September. We worked with a general contractor, electrician, cabinet installer, granite installers and our wonderful go-to plumber. Feel free to contact us if you want any references for our other contacts. We were happy with everyone up until the tile installation. In fact, I remarked to my husband the day before how lucky we had been with the work quality and how well we got along with everyone. I spoke too soon.
We had a specific glass tile color in mind for the backsplash and after searching all over, finally purchased it from Wayfair. We obtained a couple of estimates and then went to Dallas Flooring Warehouse in Grapevine. We were delighted when we saw the sign over the front of the store, S & H Flooring. We had experience with an employee from another store when we built our previous home in 2003 and felt confident that they were the right choice again.
We selected and purchased our floor tile and contracted with them to install both the floor and backsplash tile. Our salesman, Joshua Hernandez, told us that since our glass backsplash tile was purchased elsewhere, they would not warranty it, which made sense as Wayfair was the retailer. We found out too late that is NOT what he meant.
Installation day arrived and our troubles began. Glass tile is easily damaged. Clearly the installer did not know how to install it properly. As can be seen in the photos, the back coating (which is where the color is) was chipped and damaged. I called Giorbello (the tile manufacturer) and was told the proper way to cut their product. When I commented to the S&H installer that we were unhappy with the result, and how Giorbello had said to cut it, he literally told me to leave him alone and get out of my kitchen. Our plumber who was working on another part of the job was shocked by his comments. He continued to ignore anything I said and calling S&H did not resolve the problem either.
The floor tile installation went alright, for the most part. But, when he finished laying the tile, he setup a fan to aid in curing the mortar adhesive and left for two hours. We learned after the fact that is something that should never be done, and he should have returned the next day to grout between the tiles. However, the next day was Saturday, and we feel he rushed to complete the job so he would not have to come back again on what was normally his day off. The grout started cracking and flaking almost immediately.
We complained to S&H, and was told that:
1. When the salesman told us they would not warranty the glass tile, they meant anything to do with that part of the job, including their installation! This was not clearly explained and if it had been, we would have never contracted with them in the first place. Additionally, this is not in their terms and conditions. They made a feeble attempt to fix it, but again they refused to follow proper procedure. Ultimately, the only thing that saved us was we were told to keep the remaining 25% we owed. We contracted with The Good Guys (888-406-2202, ask for Tommy), who was our second choice, and the problem was solved (again, see photos).
2. S&H also attempted to fix the floor tile grout, but it is cracking and flaking again. We contacted them to repair it a second time, but Noele in their Quality Assurance department (ironic they should call it that) told us we were just too difficult to deal with and offered $150 to take our problem somewhere else. She said they would be voiding our floor installation warranty either way. So, we took the money and called The Good Guys again.
In summary, do business with this company at your own risk. They do not stand behind their work, they hire substandard installers, and if you do not accept what they do, you are labelled a problem and too difficult to work with. Customer service and fair treatment is no longer a part of this company's way of doing business! read more
