ComplaintsforWilshire Tile, Inc.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Wilshire Tile failed to provide appropriate services. They replaced some tiles, and a number of these replacement tiles are not evenly installed. They refused to use a straight edge to install them, and only used spacers at my utmost insistence. They broke about half of my tiles when installing them. They also failed to finish the job, as they repeatedly forgot to bring the tool they needed to polish the edges of the tile. They advertise on their website that they "help find matching tile," but they were unable to do so. In another area, they used the wrong color grout, and I had to have them redo the entire area. I have tried multiple time to solve the problem with the owner of the company.

  Business response

  08/01/2023

  We were contracted to repair some broken tiles on her floor.  We did that.  Tiles occasionally break during repairs.  We did what we could.  We used spacers to install the new tiles as is customary - again for small repairs.  The tiles are not out of line or unloved.  We went over the grout colors with her before grouting.  She didn't like one of the areas and we re-grouted it for her.  I offered several times to come back and do her base, but she refused to let my ****** do the work.  This was not a new floor but a repair.  We did the repair and she paid off the work.  Later she asked for a credit and I do not fully understand why.  If were to have done the base, her bill would have been higher.  Further, we help people to find matches of tile, we offer suggestions of where to go.  We actually went to several places and got samples and took then to her, none were good matches.  She has a natural stone that is several years old - it will be impossible to fine an exact match from the exact same rock.  But we tried until it became too much time and I offered to keep looking but she would need to pay our time.  She didn't want that and we stopped looking.

   

  I do not fully understand her complaints, but I have done my best to satisfy her, I can give her $250 back, but that is the best I can do.  

  Customer response

  08/06/2023

   
  Complaint: 20055862
  
  I am rejecting this response because:

  The information given by the owner of the company is incorrect.

  1) All of the tiles that his ******* installed sit above the older tiles. Thus, all the new tiles are uneven.

  2) Many tiles were broken in the process of installing the replacement tiles, not just a few. More tiles were broken than were installed.

  3) The overall quality of work done at my house is very poor, and it was very difficult to get the workers to do even this level of work. They refused to use a level. They used spacers only at my insistence (I had to ask many times and refuse to let them proceed without spacers). There were two colors of grout, light and dark. The workers used the light grout on the dark tile, so I had to ask them to remove all of it and redo it, because they used the wrong color. As above, many tiles were broken.There were a few border tiles that needed the edges polished before installation. The ******* repeatedly said that he would return with the tool to do this, but he never did.
  

  4) The coordination of work is very difficult. The owner insists that he should schedule work, but his ******* also asks to schedule the work. Neither one keeps appointments as scheduled. 

  5) The owner's web site says that he helps match tile. However, his ******* cannot match the tile. The samples he brings are not even close, even for my travertine tile, which is relatively easy to match. It has been matched several times in the past. The ******* took a tile of mine and never returned it.

  6) After all of this trouble and inadequate work, I asked for a $1000 refund, which is just about 1/3 of the amount I paid for the work. None of the work is adequate and will have to be redone, so the $1000 will not even cover having the work redone. The owner of the company insisted that his ******* return. I was very reluctant because of all the points above. However, I did allow his ******* to return (contrary to the owner's email). He was late, he wandered around my property without my knowledge, nothing was resolved, he did not return my tile, and he did not bring the machine to polish the tiles.
  

  7) I can provide emails that document all of these points.
  
  Sincerely,
  
  ******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩