9/25/08 we had Porcelain tiles in our Kitchen, Dining Room & Hallways installed. A few months later we noted that several tiles had hollow sound upon tapping on them, some grouting came off and a tile completely lifted. Called the company July 14 and informed them of the situation they said someone would be out to assess the problem on July 16 between 2-3 p.m. No one showed up so we called the store and were told that they would call us back. No one called back but on July 24 the same tile installer just showed up on our doorstep. He said he was going to look at the tiles. He started to remove approx. 26 tiles then told us he had to go to the store to get the new tiles and would be back. He left leaving a mess of broken blades, grouting, cement and very sharp broken tiles. He did not return and we didn?t get any courtesy phone call. We called the store and were told that the tiles were not in stock so we would have to wait for them. We requested that the existing unbroken tiles get replaced so that we can at least walk around in a safe environment. We were told that the tile man would be there the next day. He did not show up so I called him and he stated that he didn?t have any intention of coming until the new tiles arrive. Then I went to the store to see why there?s a lack of communication between their tile man and them. They called him and asked him to go to our home ASAP. About an hour later he arrived with 3 helpers and proceeded to remove all the old thin set and self leveling cement. Then he said they would be back the next day at 8 am. with some self leveling cement. I called him around 9:10 am for he?s late. He arrived and poured cement on the uneven surface then he left and said that he would be back tomorrow between 8-9 a.m. I called the store and explained the situation and said tomorrow is the last day I can take unpaid day off from work as I have already taken 3 so the job needs to be completed tomorrow (July 31). They said they will call the installer. They called back 4 hours later and said they told the tile installer that the job must be finished tomorrow. July 31 Friday, the tile man was late again. I had to call him at 9:20 a.m. to remind him. Didn?t get here till 9:45 a.m. Started to chip away at self-leveling cement & lay all 24 tiles which were not aligning & noticed that some tiles are lower than others creating an uneven surface to the floor. They did not use a spirit level at all to check the tiles alignment. Mysteriously they were short by two tiles so we agreed to lay two broken tiles at the entrance to the closet. They left at 1.50 p.m. I called the store and advised them that the tiles were worse than before with misaligned tiles and uneven surface. Kyle, the store representative told me that when the new tiles arrive he will personally come and do a walk through and make sure everything is corrected and will be perfect even if he has to send in another tile crew. This should have been done in the first place instead of sending the same Tile Man who improperly installed the tiles at the beginning. Secondly, Finishing Touch should have made sure that they had our tiles (Monaco Crema) on stock before sending the Tile Man to rip out 24 tiles. The store can?t tell us when the shipment of the new tiles would be in. So in the mean time we have to contend with this type of living condition which doesn?t help my wife who has been trying to recuperate from a physical and medical disability. There?s dust all around which I cleaned. When the thin set dries, I still have to remove the dried up mess of thin set left by the workers on top of the tiles. This is a total nightmare! To make matters worse, I lost 4 days worth of work at my job plus commission pay.
Cons: Too many to mention