It's been a year now that Terra Tile installed a granite overlay on my fireplace back in mid March 2014. Immediately, I noticed that the mantle top piece looked tilted to the right. Yasmin/Salesrep told me Amadio/Fabrication Manager would contact me after he got back from surgery but he never did and I had to constantly notify her. Finally, he calls me in early June that he would come by that afternoon. At my house, he said he could grind down the right side but not left side as it curved inward. A new top would have to be fabricated which he was not willing to do. He told me he would have his crew come back in 2 weeks. He never comes back.
Yasmin made multiple mistakes including selling me the wrong grout (should have been all stain-free), the wrong sized edging (3/4" instead of 1/2"), providing the wrong estimate on my granite overlay ($2K instead of $3K). There was no going back on the fireplace as I already had the carpenter do all the prep work. In Oct '14, she ignored my emails when I confronted her about the wrong grout. Instead, she hides behind Kevin Brown, the Showroom Manager, by forwarding my 2nd email to him who also ignores my email.
Finally, in December '14, after 2 months of getting no response, I called and had a quick phone conversation with the owner, Manuel Gausch. He would talk to Yasmin and Amadio and get back to me. He calls me the next day and offered to take back my unused glass tiles from my bathroom renovation project and have someone come back to grind down the right side of the mantle piece but would NOT fabricate a new granite mantle top. To add further insult, he wants me to contact Amadio to have my mantle top fixed, the very same disorganized person who has been delinquent for the past 9 months. Our conversation was cut short so I sent Manuel a follow-up email detailing Yasmin's errors and Amadio's lackadaisical attitude along with photos of my granite mantle asking him if he would be happy as customer with a curved mantle top. I never heard back which says a lot. Also, in my couple of interactions with Amadio, I found his demeanor to be very arrogant. Amadio probably knows he can get away with things so acts accordingly.
Since Terra Tile does not want to accept responsibility or act with integrity, I want to warn others. Don't be fooled by "...our reputation is everything...customer satisfaction is our goal on very project...we will always do all we can do ensure your complete satisfaction..." or "state-of-the-art CNC technology" will make proper cuts. It's just marketing rhetoric. How is ignoring a customer considered acceptable? Yasmin, Kevin, Amadio and Manuel should be ashamed of themselves. I am very disgusted especially with Yasmin and Kevin whom I thought I had a good rapport. People make mistakes but they think ignoring me will make me go away? A lot can be revealed about a person or company in how they handle mistakes and problems when they arise.
An apology would be insincere at this point as all involved had ample time and opportunities to do so. I want others to avoid my experience with Yasmin, Amadio and Terra Tile so hopefully, they won't get stuck with an expensive tilted granite mantle or countertop which will make their fireplace or kitchen look stupid. I spent ~ $12k on tiles and other materials so I'm glad I did not waste an extra $8K on a carrara marble countertop with Terra Tile. Otherwise, I would have an uneven gaps between the countertop edges and my Gaggenau refrigerator and Bluestar range.
Terra Tile's owners and employees fail to remember a basic saying in business:
A happy customer tells a friend
An unhappy customer tells the WORLD!
And I am PISSED! read more
