Complaints

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased tile and materials from Porcelanosa, a tile company in *************, Florida, in the amount of $16,598.17, order No ******** - order created on 04/01/23. I explained to the salesperson that the installer that I have used (installer from the store) was not available and I could not place the order until I find an installer who could do the job for such high end material. The sales person provided me an installer who worked for her as well as other Porcelanosa clients of hers. The scope of the project was to install new tile throughout several rooms in my home Entrance, living room , dining room, hallway kitchen powder room and laundry). The issues that came up were: 1. tiles didn't lined up properly, 2. Installer said tile was bowed (not perfect or defective) 3. Finish on tile was not what I selected in the show room. 4. Installation was not leveled increasing the hight of a step down 5. Kitchen floor was 1 1/4 off level. When the sales person arrived at the house to look at the deficiencies, she said that the difference in the tile finish was part of the design. That is not the product that I picked from the store and also have seen in a friends house installed.Additionally, the floor is not properly leveled, with a **** inch level difference in one room and over 70% of tile is placed over hollow spots. The Porcelanosa store Manager, **********************************, came to look at the job and said he would get back to me over a week ago. I have sent emails and Text messages. I have not heard anything back from him. Clearly the store employee sent me an unqualified installer as well as selling me a product that was not what I originally ordered at the showroom.Porcelanosa sent a different company installer to ***** the issue and his recommendation was replacement of the whole floor and installation. I had other contractors come and ***** the issue with the same resolution.

  Customer response

  08/29/2023

  I have attached files with communication with ************************************ at Porcelanosa.  Please let me know if the files have been uploaded?  I also included pictures of **************** at the house with the Porcelanosa Certified installer. 

   

  Customer response

  08/29/2023

  Last email sent to *************** at Porcelanosa

  
  Begin forwarded message:
  From: ********************* <*********************>
  
  Subject: Porcelanosa Inspection - Notice of Deficiencies
  
  Date: August 23, 2023 at 7:46:39 PM EDT
  
  To: *********************** <************************************>
  
  Cc: *************************** <******************>
  
  Oscar,
  
  After yesterdays inspections by Porcelanosa staff, ******************* - Sales person, ***************************** - Porcelanosa Registered Installer, *************************** - Porcelanosa Register Installer (2nd inspection) and yourself the following deficiencies were discussed:
  
  - Installation issues:  Difference in levels on various steps. Unacceptable leveling of floor over 1 1/4 in all areas, hollow tiles over 75% plus -not a full inspection.
  - Tile defects added to the poor installation - This is according to installer.
  - Failure to inform Porcelanosa and myself about defective tile during installation only after pointing out flaws and errors.
  - Tile discoloration and finish - The finished tiled doesnt look like the display in the show room.  During the visit Lady said that the noticeable discoloration was part of the tile design.  That is not the tile that I was shown at the store at the time of purchase. 
  - Failure to remodel with accepted trade standards for good and workmanlike construction at the time installation.  Causing damage to AC unit, carpet and surrounding areas not under construction.
  - Accounting of materials delivered and used, and refusal to use recommended materials by Porcelanosa incurring additional cost and unnecessary waste.
  - Not taking in consideration the many flaws of material and/or installation in the primary bathroom, as you pointed some of them out. 
  
  During the visit, a list of recommended and registered installers was brought up.  I had no reason to believe anything different as ******************* had performed jobs for other Porcelanosa clients and was recommended by a Porcelanosa employee. This has been a standard procedure with Porcelanosa since I became a client 15 years ago, when I was looking for first class tiles that required specialized installers trained by the company.
  
  The proposed resolution by Lady is limited and would not solved all the issues.  By having back the same installer to remove and install over 70% of the floor is a ****** that I am not willing to take. We have paid a large amount of money  already and take the risk of having another disastrous result.
  
  Starting September 15, I will be incurring displacement expenses for my family until we are able to move back in to our home.
  
  Well await for your response before taking the next step towards a resolution.
  
  *********************
  ***************************

  Customer response

  08/29/2023

  Image 

  Customer response

  09/14/2023

  Business has not responded to me since most recent email shown below: 

   

  From: *********************
  Subject: Porcelanosa Inspection - Notice of Deficiencies
  Date: August 23, 2023
  To: ***********************
  
  
  Oscar,
  
  After yesterdays inspections by Porcelanosa staff, ******************* - Sales person, ***************************** - Porcelanosa Registered Installer, *************************** - Porcelanosa Register Installer (2nd inspection) and yourself the following deficiencies were discussed:
  
  - Installation issues:  Difference in levels on various steps. Unacceptable leveling of floor over 1 1/4 in all areas, hollow tiles over 75% plus -not a full inspection.
  - Tile defects added to the poor installation - This is according to installer.
  - Failure to inform Porcelanosa and myself about defective tile during installation only after pointing out flaws and errors.
  - Tile discoloration and finish - The finished tiled doesnt look like the display in the show room.  During the visit Lady said that the noticeable discoloration was part of the tile design.  That is not the tile that I was shown at the store at the time of purchase.
  - Failure to remodel with accepted trade standards for good and workmanlike construction at the time installation.  Causing damage to AC unit, carpet and surrounding areas not under construction.
  - Accounting of materials delivered and used, and refusal to use recommended materials by Porcelanosa incurring additional cost and unnecessary waste.
  - Not taking in consideration the many flaws of material and/or installation in the primary bathroom, as you pointed some of them out.
  
  During the visit, a list of recommended and registered installers was brought up.  I had no reason to believe anything different as ******************* had performed jobs for other Porcelanosa clients and was recommended by a Porcelanosa employee. This has been a standard procedure with Porcelanosa since I became a client 15 years ago, when I was looking for first class tiles that required specialized installers trained by the company.
  
  The proposed resolution by Lady is limited and would not solved all the issues.  By having back the same installer to remove and install over 70% of the floor is a ****** that I am not willing to take. We have paid a large amount of money  already and take the risk of having another disastrous result.
  
  Starting September 15, I will be incurring displacement expenses for my family until we are able to move back in to our home.
  
  Well await for your response before taking the next step towards a resolution.
  
  *********************
  ***************************

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