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Complaint Details
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Initial Complaint
18/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Powerhouse Tile installed tiles in my dining room, hallway, powder room and laundry room. The work was completed and paid for in June of 2022, but the rest of the renovations were not complete so no complete inspection was done until November. I contacted Powerhouse in November as deficiencies were noted with the tile installation. I included pictures of my concerns. The deficiencies included gaps where the tile ended and the door trim started, chalky grout colouring in the powder room and grouting marks on the tiles. The owner of Powerhouse was very receptive and finally came to our home in January 2023. He did a detailed inspection with some high-end magnifying tools and agreed with the deficiencies. He seemed like a honest and reasonable business owner. When he left he promised to schedule someone in to make the repairs within the next few weeks.I followed up a few weeks later and many times after with no response. The owner at Powerhouse Tile finally got back to me on April 19 apologizing for the delay. That was the last email he has responded to even though I have sent numerous ones since. I was surprisingly able to make phone contact with him on July 28. At this point he said he was scheduling a grout product manufacturer representative to inspect the site the coming week. Since then I have followed up with more emails and left more voice mails and none have been responded to. Seven weeks later and I have heard nothing. I have been extremely patient, probably too patient, so I'm looking for next steps to get this resolved
Business response
29/09/2023
Complaint has been received and is currently under review.
The appropriate action will be forthcoming.
Customer response
29/09/2023
Complaint: ********
I am rejecting this response because: this is basically the same response I have been receiving for the last 9 months. I have seen no action to resolve the deficiencies in the tile installation.
Sincerely,
***********************Business response
01/11/2023
Please find my response contained in the attached ***.
Should you require this in a different format, or should you require further action on my part, please let me know.
Best regards
*******************Customer response
01/11/2023
Complaint: ********
I am rejecting this response because: I do not want the file closed until the promised work is completed.****************** remedy is exactly what he promised back in January of this year. That is all I was looking for. Fixing the gaps around the doorframes corners, the large one at the garage door and "trying to clean" the tile where there are marks as well as fixing the chalky grout mainly in the powder room.
****************** statement below is completely inaccurate.
"* ********* ** ***** **** **** ** ***** * ***** ***** ***** *** **** **** *** ****** ** ***** ******* ******** *** **** ***** * * ******* ******** ** ******** ********* *** ********** *** *** ******* **** ********* ** *** ***** *******."
He made no attempt to clean any tiles or grout with anything. He took lots of pictures and promised to send someone out to try to clean the tiles and fix the gaps properly. He also said he was going to get the grout manufacturer rep ******* involved as he thought it was a grout issue.
If ************** can arrange to have a worker complete the work as promised back in January 2023, I would be satisfied.
Sincerely,
***********************
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.