ComplaintsforTrophy Tile And Bathroom Renovations LLC

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired Trophy Tile to install a new shower in a new build. I was out of town and when I came back called to have them come back and finish parts of the project they never did as well as fix the over 50 holes in the grout we found. I cancelled our check which was the last payment for the job and let them know We would pay them once the project was actually finished. They told my husband they needed the payment at the start of the last day rather than upon completion as was their policy and they had not completed what was on the contract at that point. They came and fixed the holes and the smeared caulking everywhere and when we told them the drain looked terrible and was installed incorrectly, they reassured us it was not (even though the installer told us he had never installed a linear drain before). Three days later caulking fell into this giant cavity below the floor tile leaving holes between the drain and tile and another large space between the wall and floor. They came back to fix it. We asked them to fix the drain and wall/floor seam correctly, to take it out and install correctly and he claimed it was fine and he loaded it with caulking and assured us this was the way to fix it. He said call back if we had more issues. We have another hole in the drain caulking and the same hole in the wall/floor seam showing through to the red waterproofing cement wall behind. They have not answered any calls or emails in over two weeks. We want the drain and wall to be installed correctly as that is what we paid for or for them to pay for another company to repair their faulty work. We have a lot of photos and videos showing these issues from the first issue until now. We have called other tile companies and the cost for them to fix the issue is $900-1200 as an estimate. No one is sure if it will cost more as there is a huge cavity in the corner and they arent sure what they will find after taking the last row of tiles out to fix the floor correctly.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Due to a recommendation, we used Trophy Tile to remove our tub and enlarge shower in our master bath. Their crew worked hard; did beautiful work, our shower turned out lovely. Was pleased with no complaints regarding the work done. However, there is an issue with how we were treated regarding our $500.00 deposit since it wasn't credited to payment of ****. A deposit was required to hold install date, 08/16/2021, gave a $500.00 deposit check. Was told that it was non-refundable if we cancelled our install date. In November, was contacted about the need to update quote due to increasing prices. Received an updated quote which was much higher than expected ($2,700.00) however, didn't complain, moved forward because didn't want to lose deposit. Began work 12/13/2021, was finished 01/07/2022. On 01/07/22, crew leader gave me the final invoice ($19,000.00), I called questioning the amount since the deposit (as acknowledged on quotes and invoices) was not credited to payment of **** along with an additional $100.00 charge for sheetrock work which was thought to have been included in the updated quote because this was pointed out during the update appointment (didn't want a hole in bedroom wall). In our conversation, I wasn't given an answer regarding the deposit but received a text message stating they would remove the $100.00 sheetrock charge since my initial deposit was $100.00 and would mail a $300.00 check (this never happen; had told them would not cash if it wasn't at least $400.00). The text message didnt make sense since we have a copy of the cashed $500.00 deposit check. This was before discovering a $92.00 math error that is on **** (we made 3 payments in total which equals to $19,592.00). Unfortunately, the **** was paid in full since I had trusted them and thought we could work things. However, not getting any response to emails or text message as to why the $500.00 deposit wasn't credited to payment of ****. We overpaid them $592.00 & want a refund.

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