Nadine Floor Company
1105 E. Parker Road, Suite 132
Plano, Texas XXXXX
Attention: Mr. ***********
Dear Mr. ****:
August 27, 2014
We write this letter to document how unhappy and dissatisfied we are with the tile kitchen floor which
you recently installed here in our home. When you and a representative from the tile manufacturer
came to our home after we had expressed extreme dissatisfaction, it was the opinion of you both that
the chipped edges are a characteristic of that particular tile and that was the tile which we had chsen.
That basic tile was the color which we had chosen and identified as Elios FB2B. However, it is our
position that the selection was accomplished under false pretenses and certainly without full disclosure.
The following facts are presented to explain our position:
(1) The piece of tile which we had brought home from your west Plano store was not chipped.
We had that tile in our home for two days and saw no rough edges like the tile that was
(2) After the installation we came to your store and you showed us a piece of tile which you claimed
to be the tile we had had in our home prior to our purchase. It was not! That particular tile had a
uniform beveled edge on all four sides. You stated that it was a chiseled edge tile and that was
exactly what we had purchased. That tile had a richer more golden appearance. We stated that
if the tile he had installed on our kitchen floor looked like that sample we would be satisfifd.
However, as we left we felt as though there were some changes being made with tile sat1nples.
In fact we decided that if that was what we had chosen then you had indeed installed thejwrong
tile on our floor.
(3) When you and the manufacturer's representative came to our home you brought a piece of tile
which you said was the piece of tile we had in our home prior to purchase and also the piece of
tile you had shown us at your store. It was neither! 1
All that having been said, we believe that we made our tile choice without all the facts. We certainly
would not have knowingly chosen tile that was randomly chipped on all four sides. Not once, when you
wrote up your estimate and I wrote you a check for 50% of the cost, did you ever mention or explain to
us the fact that the tile was, by nature chipped. Nor did you mention that the tile sample we based our
choice on was unusual for that particular style.
It is our intent to see that the Better Business Bureau receives a copy of this letter as well as the ~ile
manufacturer since we spent over $2800 for flooring which we decided upon without full knowledge of
the tile characteristics. Unlike the sample we had brought home to make our decision the tile was
covered with random chips on all four edges. Frankly, the quality of service was sub-standard, to say the
least. It is also our intent to share with our family and friends this fiasco of a floor and from whom it was
purchased, specifically ****** Floor Company.
Dallas Texas XXXXX
Please note that The customer came in to the store picked up a tile, took one piece home and kept it for 2 days. They signed the contract that clearly stated the tile name, style, color, and paid 50% down. Nadine installed the tile and customers paid the balance after signing the completion sheet to their satisfaction. (Documents in file) After a few days they contacted us complaining that the tile was chipped after disputing the charges to their credit card company); the installation manager and a representative from Marazzi (the tile manufacturer) went to inspect the tile and found there is nothing wrong with the tile; the customer was referring to the" chiseled edges" "style" as being unnatural chipping in the tile. We believe that the customers after installation and living with the tile for a few days realized that they dislike the tile style they chose. We regret that they did not do a good job in choosing their new tile but, we cannot be responsible for their error in choosing it. We contacted the credit card company, presented our case and they did release the money back to us as they found us at no fault. Now the customers trying to reach out to the BBB as another avenue to claim our responsibility for their choice. We have all the documents in file that are stated above, we strongly regret their unhappiness with their choice as a good faith we offer them to replace it with another tile of their choice at 15% discounted price
Better Business Bureau of Metropolitan Dallas, Inc.
1601 Elm St.
Reference: Case No. 91304302 Nadine Floor Company
Attention: Mr. John Fife
In response to your letter of 16 October and Mr. ***********'s response to our complaint regarding
****** Floor Company we wish to submit the following facts, which Mr. **** has attempted to carefully
(1)The tile sample we had in our home for two days has 2-3 small chips on one edge which we thought
were a result of rough handling.
(2)At no time did Mr. **** state to us that multiple random chips were a characteristic of the tile which
we liked and ultimately chose.
(3)The completion form was presented to us to sign prior to our being able to walk on the floor and
observe the multiple random chips on all of the installed tiles.
(4)Mr. **** has totally reversed his position on replacement since a phone call he placed to us after
receipt of our letter. During that phone call he listened to our complaint and our position. Whereupon
he stated he would replace the floor if we would withdraw our complaint to the BBB. At no time did he
mention any cost on our part. So, now he states replacement will be at a 15% discount. We do not
consider that an adequate resolution to this issue.
(5) During our visit to Mr. ****'s store after our installation he presented to us a tile sample that had all
four sides uniformly beveled. He stated that was the tile sample which we had chosen and that it was
called chiseled edge tile. It was most assuredly not the tile we had chosen although it was similar in
(6)Prior to this whole affair we had never heard of chiseled edged tile.
In reply to Mr. ****'s allegation that "we did not do a goodjob in choosing our new tile" it is our
position that he did not do a good job in explaining to us just exactly what he was selling to us. He
failed in his responsibility of a clear representation of his product.
****** Floor Company
1105 Parker Road, Suite 132
Plano, Texas XXXXX
508E. ****** St.
Dalton, ******* XXXXX
Attn: Customer Affairs
Chase Bank (VISA)