We called them to give us an estimate to redo the tile in the shower because they were loose and water was getting behind them. It was Rick the owner, who came out. He kind of acted snobby, IMO, either about the job, or our house. Anyway, he said he would send an estimate, but never did. I went with another company and have no regrets. If it was an employee who did that, maybe I could explain it, but not from the owner.