ComplaintsforTwin City Tile Co Ltd

• Initial Complaint

  22/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Twin City Tiles to complete two bathroom projects for us. They estimated it would take 5 days each to complete, however it ended up taking six months. The projects had to be redone several times (ensuite tub surround had to be gutted and redone due to poor quality work and the main bathroom shower had to be redone twice due to installation errors). This was incredibly disruptive and inconvenient for our family. Throughout the projects, attention to detail was an ongoing issue, particularly mosaic tile spacing and caulking. Items were also damaged, including our new tub faucet, our textured ceiling, our flooring and our new shower base. We reduced our expectations of a professional result and accepted done, over done well. We were offered a small discount (13% off our original quote), in consideration of our labour ( I had begun to fix some things myself), our frustration and our inconvenience. Upon closer inspection of this invoice, we noticed that we were charged for work not completed by the plumber, so the discount was much less than 13%. The discount then did not even cover the cost to our damaged tub faucet, our flooring and our ceiling (leaving no compensation for our time, frustration and inconvenience). While waiting for further correspondence from the company (after pointing this out), the tiles surrounding our tub cracked. We were offered a further discount (without them being aware of the cracked tiles), however given the scope of what may need to be fixed, we do not feel this was a reasonable offer. Since that time, we have discovered even more issues, with a cracked tile in the shower. It is becoming increasingly clear that there is an issue with the ensuite shower tiles, as more crack as time goes on. Should the project need to be redone again, this would be a huge expense (as in addition to gutting and redoing the work in its entirety, we have since installed a new floor and a new shower door, that would have to be removed and reinstalled).

  Business response

  26/05/2022

  Consumer Response /* (3000, 9, 2022/04/26) */ *********** *********** Further to what has already been identified, there are now signs of possible water damage along the lower section of the ensuite shower. Perhaps this is a result of missing caulk in the corners? Please refer to the attached pictures. Business Response /* (4000, 11, 2022/04/28) */ Hello, In reply to the March 22, 2022 complaint - Yes, we could have performed better. I openly admitted this during the project. We failed with project communication and with installation quality. I am more than happy to work with BBB to resolve this issue so we can receive payment for work performed. The client purchased material for their ensuite through our retail showroom in June 2020 as they were going to install themselves. Approximately a year later, we were approached to provide an estimate for the installation for the material previously purchased for the ensuite, along with a new supply and installation quote to the main bathroom. Pricing for the ensuite was accepted in May 2021. A deposit was paid by the client in the amount of $2, 087.00 and we started the ensuite project in June of 2021. I waived the deposit for main bathroom project in good faith. We began the main bathroom project October 4, 2021. The past few years dealing with COVID has been a challenging time - for our company, our installers and our clients. A vast amount of delay on this project was to secure additional materials, coordinate schedules that worked for all parties involved in this renovation and to deal with COVID related project site issues that arose on other locations. I agree, we did have installation issues on both the ensuite and main bath projects. However, we did replace and correct the areas of concern at no cost to the homeowner. Yes it did take some time to return and complete, but we did return as promised. The ensuite washroom issue was largely due to faulty glass/marble mosaic tile purchased as a retail sale a year earlier. The glass and marble mosaic sheets had cracks and chipped pieces which our installer installed anyway (he should not have!!). However, we did remove the mosaic tile, source new mosaic material, repaired or replaced the backerboard and installed new. The main washroom issue was a combination of existing non-square walls and ceiling. We discussed corrective options with the homeowner and ended up removing all tiles and backerboard and re-installing new. We replaced both installations at no charge to the homeowner. I received emails from the homeowner after each project was complete mentioning how happy they are and how we resolved the issues. Email for ensuite washroom was received September 23rd and Main bath was received November 10, 2022. The scratch on the ensuite tap and the damage to the acrylic pan was identified in an email November 29th - weeks after our teams left site. In good faith I agreed to pay for the damages. The stain damage to the textured ceiling was due to the dark charcoal grout wash water on the flat white textured ceiling in the main bath shower stall. We did apply protection tape as a precaution prior to grouting, but some staining did occur. When our installer was on site finishing up, he apologized and was informed the washroom ceiling was being repainted as part of the washroom renovation. The mention of floor damage was also addressed with the homeowner. As the existing tile / tub was not in alignment we offered to build out the shower wall (as we had the studs exposed to install new backerboard) to compensate for the difference in measurement. This would have moved the acrylic base tight to the existing ceramic tile eliminating the floor gap issue. However, the owners mentioned they were installing new flooring anyway and informed us to fill in the quarter-inch gap with grout to fill the void, which we did. The plumbing work performed, both rough-in and fixture installation was completed without issues (other than a drip in the ensuite rain shower head that we returned to the home and tightened) and should not be taken into the discount percentage as the homeowner mentioned above complaint. Also, in response to the overbilling by the plumber for work performed, our plumber did only charge for ACTUAL work hours and material - wording was a cut and paste description error on his invoice. On December 3, 2021 I left their house after personally touching up a few grout areas and silicone issues. Prior to leaving, I reviewed the installations with the homeowner. She was satisfied with our service and I mentioned I will compensate for their time and frustration. I sent our invoice for both washrooms on January 21, 2022. This invoice took into consideration a reduced cost for the removal and preparation to both washrooms - a discount of approximately $2,000.00 from the 'Time and Material' budgets at time of original quotations to compensate for the scratch on the ensuite tap and main bathroom acrylic pan repair (a combined cost of $840.00+/-) with an additional compensation of $1,160.00 +/- for their inconvenience during the replacement process. On January 31, 2022 almost two months after leaving their house (on December 3rd) with acceptance of work performed, the homeowner replied with a detailed email. The email was asking me to reconsider our discount offered. I offered a further discount of $2,000.00 (equaling upwards of 53% discount from removal and tile installation work as quoted in May 2021) and requested full payment by Friday March 11, 2022. We did not receive payment by date requested so I followed up via email on Friday March 18, 2022 requesting payment, again with no reply. I was surprised to receive this complaint from the BBB on Tuesday March 22nd requesting a further billing adjustment. In reply to the April 26, 2022 complaint, I would be happy to look into this issue as a Warranty item once we receive payment for work performed and completed to both bathrooms. I look forward to working with the BBB to help resolve this project. Consumer Response /* (4200, 13, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to the proposed resolution received on April 28, 2022, while we would very much like to have our bathroom renovations completed, we feel we have given more than sufficient chances for Twin City Tiles (TCT) to complete our two projects and rectify deficient items. Given the continued problems (as outlined below), we would like to hire a new company to repair the deficiencies and subtract the cost of such work from what is owed to Twin City Tiles. There was ongoing failure with communication and installation quality, as has been confirmed by Mr. ******. We were very understanding of the challenges caused by COVID and even with mistakes and missteps that were made. However, even a pandemic does not prevent someone from sending an email to explain next steps, timelines or even respond to concerns (leaving us waiting at times for over a month for responses). In terms of installation, I believe we have been beyond patient, given that our two bathroom projects took five attempts to complete (in total). Had we been left with two satisfactory projects completed, some compensation for the extreme length of time and disruption (as well as damaged items) would have been considered sufficient. However, the original discount was not at all reflective of our experience and necessary repairs for damages and now the project has further degraded so that we are in need of (yet AGAIN) repair / redo of the work completed. With respect to the overbilling for the plumber work, I do not feel it is sufficient to state that it was a cut and paste error on the invoice. If we were billed for actual work hours and materials, that should be accurately reflected (with a breakdown of hours and materials) on the invoice. It is difficult to have confidence in what you are paying for, when you don't see the breakdown. In particular, the plumber had to return for numerous extra trips as deficiencies impacted his already completed work. Certainly those trips and hours of work should not be time that we are paying for, given that it was to resolve installation errors. We have no way of knowing this, when our invoice indicates we are being billed for specific tasks (some of which were never completed). There were numerous times when repairs were made, that we were happy with the initial inspection of the work, only to realize shortly thereafter the shortcomings or damages. Again, the project wore us down and we simply wanted it to be over and usable and so we reduced our expectations, planning for the reality that we would have to do our own repairs to caulking, ceilings, floors, etc ourselves. When the structural integrity is compromised and cracks are happening, that is a completely different scenario and unacceptable on all levels. In terms of timelines, I responded on January 31, 2022 to the original invoice sent to us on January 21, 2022, outlining our disappointment with the billing, given our experience to date. We did not hear back from TCT until March 18, 2022 (more than six weeks had elapsed). This was after we had begun the complaint process through BBB (we had originally submitted our complaint on March 11, 2022, however due to website issues, it did not properly register and had to be resubmitted). In between these dates, the second offer of discount was received from TCT, in the amount of a further $2000.00. Had the project not degraded further (with cracked tiles on the ensuite tub and shower), this offer would have been reasonable. Given the scope of new problems (tub AND shower in ensuite), we did not feel this reflected the potential cost of repair as well as adequately compensate for damages and inconvenience. We have afforded TCT the opportunity to redo the ensuite once (after initial installation) and the main bathroom twice (after initial installation) and we feel this is a generous amount of chances to fix problems. The fact that a project that is less than a year old is already failing (not just aesthetics at this point, but actually breaking down) leaves us with no confidence in TCT's ability to do the required work adequately. Presently, we have cracked tiles on our tub surround edge (some in a location where tiles already cracked and had to be replaced), a cracked tile in the shower and discoloured tiles at the base of the shower (potentially water leaking, but we do not know). We are unable to use our shower and hesitant to use our tub, for fear of water damage. This is beyond frustrating, after waiting so long for the original project to be completed and affording so many opportunities for it to be repaired. As stated at the beginning of my response, we are prepared to pay TCT what is owing, once we have the outstanding issues repaired (and deduct the cost of that from what is owing). We feel this is more than fair and reasonable. Business Response /* (4000, 16, 2022/05/19) */ Hello, I'm sorry to read you are not confident in Twin City Tile to make repairs. I will make this project right and am proud of Twin City Tile's reputation. A family business started by my grandfather and now in our 4th generation. This is our 80th year in business and believe in our core value of Quality and Service. As previously agreed both in person and in correspondence - yes, we could have performed better. Our replies to the issues were slow. Again, I apologize for this. That said, we never ran away from any of the issues presented. To date, we have not been paid for this project. For our labour and material warranty to commence we do require full payment at the reduced amounts already presented. Payment in the amount of $ 6, 381.96 (including tax) for work performed in both the ensuite and main bathroom that were completed in December must be received in our office by Wednesday May 25, 2022 by 5pm. This amount already reflects an approximate savings of $4, 000.00 (excluding tax) from original quotations. If payment is not received, I will be placing this account into collections for the full amount of contract at time of deposit - no pricing reductions or compensation. I will honor our agreement of paying for the chipped shower base. I will also replace with new (complete with installation) the scratched ensuite tub faucet if still available - or compensate you for the faucet value as mentioned in previous emails. When we return to perform corrective measures, I will personally be working to remove, investigate why the tile is cracking, investigate why the tile is turning dark and work along with our installer(s). I will also contact the suppliers for any warranty issues with their products. Hiring a 3rd party contractor to perform any work to alter or change in any way, the work provided by us under our contract will make our Warranty null and void. I do not accept another contractor performing work to our surfaces and will not agree to being back charged for work performed by others. Your latest reply mentioned our plumber had to return numerous extra trips as our deficiencies impacted his already completed work. You were not billed for his extra trips. With payment being made by above date and time, I have scheduled Monday May 30, 2022 to be at your home with our installers to resolve any issues you may have with our workmanship, or material supplied. I am available by phone to discuss and resolve this matter anytime. I await your reply. Regards, Brian E. Twin City Tile Company Limited Consumer Response /* (2000, 18, 2022/05/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Good Evening, ***** will call the office tomorrow to pay the outstanding amount and make arrangements for the repairs. Thank you.

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