My GC originally hired Tile Studio for a rebuild of our kitchen after a flood. I chose a large travertine and was initially happy with the floor. A year later, I started seeing cracking in the tiles and grout. I called, no response. I continued to call for over a year, and finally, they responded. They came out and looked and said they would repair tile and grout under warranty.
They fixed the tile, but not the grout. The grout they did put in around the new tiles was a much lighter color, but they assured me that it was only because it was new, and it would age to the proper color. I later found out they had based the replacement grout on the receptionist remembering that I had wanted a floor from the studio display. While I had chosen the tile from the display, I had not chosen the same grout, as it was far too light for a kitchen floor.
A couple of years later, grout still cracked, more tiles cracked. I had them come out again, and they said they would replace them and fix the grout. There was no mention of a charge, nor was an estimate given, oral or written. They came out and Frank repaired the tiles. He was careful and talented, and the only reason I would give any stars. He had me help choose the grout, and the new grout around the new tiles is almost perfect.
Then came the bill. I was told that since the cracking was due to joist movement, it wasn't their problem, so they had to charge me. $2600. For about 12 tiles.
I understand if there is a problem and a company needs to charge for repairs. But, the proper procedure is to give an estimate. If I had been given an estimate, I would have fully understood that I was not under any warranty. I would have then been free to hire someone else for the repairs.
TL/DR: Shoddy work + over a year of waiting for a reply + wrong color grout + bill when none discussed + no communication = unhappy customer
And, the grout is still the wrong color. read more
