Extremely slow response to repetitive phone calls and emails to President of company inquiring about repairs for cracked tile floor laid by CWR.
5/28/2012: First email inquiry was sent to Bob Coffin, President of CWR (City Wide Restoration) regarding the floor tiles of the bathroom job his company did in August-September 2010 (invoice 1011). The rest of the job was contracted due to water damage in the ceiling and walls from rain. The floor portion was done separately of the insurance portion of the job, but we were assured their services included general contracting of all types of remodeling, including bathroom floors. We were instructed to pick out and buy the tiles and grout to be used and CWR would pick up whatever else would be needed for the proper floor preparation, as they would not know what was needed until they tore the original flooring out. During the process, the supervisor of the project kept in contact with us, as we placed calls to follow what was happening. There were several delays during this process which took from start date of 8/11/2010-completion date of 8/25/2010. Besides the issues such as a pulled toilet sitting in the hallway for a week, nothing placed on carpet hall and stair areas or even the deck area to protect from construction debris that sat there for nearly 2 weeks before hauled away, there were also admitted mistakes from the crew. The supervisor had assigned the flooring and new toilet placement to another worker. In phone discussion on 8/18/2010, we were told that after the original tile flooring was removed, it was found to be a cement floor rather than the proper cement board underlayment. This had required additional work to remove the cement so that they would be able to place down the proper underlayment of cement board for the new tile floor. He also informed us that when his tile person laid the tiles down we had picked out, he discovered he had forgotten the patterned tile border we had instructed to be placed around the wall and tub edges. Thus, he had to remove tile to re-do the floor to include the border. We had not supplied enough tile for a redo and they had to get more tile to repair their mistake. A few days later on 8/20/2010 we were informed by the person doing the toilet install that he was having difficulty getting the toilet reseated on the piping, as well. Inexperience? He was there alone...
On May 28, 2012 we sent an email about our finding, less than 2 years later, that there are 7 tiles and a border piece (out of 24 tiles placed) that have cracked. At that time we asked to have someone come inspect the floor and requested the floor be fixed at their company's expense. 5/30 Bob emailed back requesting photos. 6/7 we sent those images to Bob. 6/25 we inquired if he had received them.7/3, Bob finally emailed back that they had been busy with storm repairs for new customers, but would arrange one of his guys to look at the tile. 7/16 we asked again when someone could come look at the tiles. 7/18 he sent us the name and phone number of a contact. After a few calls back and forth, this person came to inspect the floor on 8/18. He told us at that time that the floor may not have had a flexible type of thin set, which helps prevent tiles from cracking as easily when tiles are placed on floors that may flex some due to floor truss flexabilty. He asked if we had any tile left- we thought maybe a partial box. He told us that the floor would need the tiles removed and a flexible thin set put down. He was going to call Bob and ask him what the next plan would be. We got a call within 15 minutes of his departure stating Bob had agreed to redo the floor project, but would take no resposibility after this repair. During the next week we went back to Menard's to get stock numbers of the tile and grout and found the tile had been discontinued. 8/30 we let Bob know this and he responded by referring us again to the worker. After a few more phone calls back and forth with this person, we were told that the company is assuming no responsibility for any part of the cracked tiles and would not repair the job at their expense.
Replacement of bathroom tile flooring:
Remove exisisting tile floor and subfloor if needed.
Pull existing toilet and wood trim boards carefully and protection placed under toilet while out of bathroom.
Place proper subfloor/cementboard.
Use flexible thin set for new tile floor.
Purchase new tile, border tile,grout selected by homeowner.
Purchase all other needed materials for proper installation of new tile floor.
Cover carpeted floor areas of hallway and stairs to protect from construction debris/damage.
Install new tile flooring and grouting.
Replace toilet and wood trim along floor edges- replace with new stained wood if damaged in removal.
Request that project be completed in a 3-4 day or sooner process within the next month,as this is the only bathroom in this home.
We feel all expenses should be covered by CWR as we have already paid this project in full in 2010. If CWR feels they are too busy to do this project in that timeline, then we request they compensate us for another company of homeowner's choice to follow these same guidelines with CWR fully paying for the expense of this repair.