B&B Fine Floor Coverings

When quoting the job, owner and superivsor were more than polite and accomodating. We discussed what we wanted; paid extra for additional leveling compound and labor to level one of the two rooms. This job was to take 4 days; they were to cover hardwood floors so as not to scratch them. Work commenced. Installer refused to cover hardwoods and they were scratched. Floor in familyroom that was to be leveled was only partially level. In both rooms: Grout lines were requested to be minimum possible; were not. Several chipped tiles were laid. Many tiles were installed with excess lippage (height difference). The tile floors squeaked because substrate was inadequate in the kitchen. Epoxy grout was used and left to cure on tiles leaving a cloudy, smeared appearance; we were told how WE could remove it after an unsuccessful attempt to remove it by their installer. We called the owner of the business to come and look at the job his employees left. When asked what he planned to do about the family room floor not being made completely level he said he was not tearing it out (we paid extra for leveling compound/labor for what?). Long story short - he said he would send his people back and they would tell us what they could do to fix some of the problems (this did not include leveling the floor we paid extra for). When his supervisor and tile installer came back they said they would attempt to pull up the chipped tiles and replace them, and also try to fill the inadequately filled grout joints but they would not guarantee the work. We felt bullied and intimdated and that we had no other choice at this point. We said they could come back. Then they told us it wouldn't be for 3 weeks because the installer was going away on vacation! At this point it had been 3 months since the beginning of the 4 day job. We thought about it after they left and decided to stand up for ourselves. We contacted our lawyer and negotiated with the owner of the company. We proposed that B&B tear out and properly reinstall per our original expectations. The owner stated it was not possible to do what we wanted. One month later he finally agreed to give us all but a few hundred dollars back. We never got an apology and were treated very unprofessionally. We paid to have the floors torn out and reinstalled exactly as we wanted (but were told could not be done by B&B) by a knowledgeble and trustworthy tiling company. When tearing out B&B's floor installation in the family room they found that the tiles were not bonded to the leveling compound. Basically, they were laying on a layer of what appeared to be fine sand instead.