Tuscany Tile Design Studio LLC

We recently had new floors installed by Tuscany tile, which included the removal of the existing tile floor. Jeremey West & Wesley Waldrop are two of the most unprofessional individuals we have had the displeasure of dealing with in many decades. The LACK of communication skills with not only the customer but with their own employees is beyond unforgivable! We were repeatedly promised calls to update the status of our order, those calls were never made, and we ended up having to call them instead. Wesley did not follow through with all the setup we were told would happen when we went over the procedure in our home. Their employees never taped up the doorways resulting in a thick layer of dust on literally everything from our ceilings to the floors. We had dust on every wall, in every cabinet, pantry, closets, bed linens, furniture, etc., everywhere for weeks. Much more than should have been required had they simply taped off the doorways. Also, their employees showed up without the proper equipment to complete the job. They did not have some basic hand tools that were required, which we ended up loaning them. We were told by Jeremey that they would be back on Friday, the next day to grind off the old grout to prepare for the installation of the new tile. We called Wesley an hour after they were to have been at the house who told us "Oh no they don't have to remove the old grout that the tile professional would just cover over it with the new grout. We had old hard grout that we walked on for over three days. I do not think they would have appreciated someone leaving their home, their parents’ home, or any family members home in that condition for days. When they returned on Monday morning the Tile layer said the old grout had to be removed, & it could have been done on Friday as that would not have held him up from starting his part of the job. Were extremely disappointed to discover that after they left their employees took it upon themselves to use one of our good heavy-duty fans for blowing the dust out a window without asking/receiving permission from us, and obviously never even attempted to clean it before they left. For which we have yet to have been made an offer of having the fan cleaned or replaced! It was extremely frustrating & infuriating when we had several days during the entire process that we were told they would show up on a given morning & when they did not show up after one hour after the time they said they would we placed a phone call to them & were told “Oh no we are not coming out today”. The only person who was totally professional was Byram (not sure if that is the correct spelling?) the tile layer. They informed us on the day of “completion” of the job if we needed anything else or if we had concerns that we could connect with them in a week’s time because the store will be closed the following week for their vacation. Meanwhile they received the remainder of our payment in full before they closed for vacation. The Monday when they returned we requested an open bag of grout so we could fill in the spaces where the tile was not cut correctly at some of the doorways & walls in the hallway. We let them know we would put it in ourselves saving them from coming back for such a small about of work. For one week we kept being told “We will drop it off”. That Friday when we were told for a third time that they promised they would be by between 8:30 - 9:00AM. At 9:45 we called & Wesley had informed us he would not be stopping by & in fact we had not even entered his mind because his child was sick. I can completely 100% empathize with him over with a sick child, BUT that does not give you the right to completely blow off your professional life. We all have children, problems, life situations that we all deal with on a daily/weekly basis. If you cannot be respectful, responsible, & reliable enough to maintain a professional career & balance your personal life then you should not be dealing with the public. Wesley's response was “Go to the store & buy your own bag of grout.” This after it was for a part of the job that should have been completed by the company because of the incorrect cut of the tile. Also, we did not require an entire bag that is why we requested an open bag. We were so taken back by his attitude when he proceeded to lecture us, the customer, about his responsibility as a father, how he chose to put his family first. This left such a bad taste in our mouth at the end of a $6,300.00 job over a bag of $14.00 grout! We will NEVER use these unprofessional individuals again. If you choose to use them, we highly suggest & strongly urge that you get IN writing what will be done from the first minute on the job to the last.