Greenville Tile & Stone, Inc.

"I am sorry you feel this way, however, a few details you're leaving out. Your son called me back to back after hours repeatedly, so I came to take a look at the project. We discussed the issues you had with your project and your previous contractor. I provided you with some solutions. The biggest being the concrete floors which had settled unlevel as well as having cracks. I presented you with a plan of action that included stripping the floors of all remaining glue, wood, and residue as well as grinding down the floors to make them level. You did not proceed with my plan as it was out of your budget. Weeks later you reached back out to me to provide you a quote for tile install only. You expressed that you had someone else come out to prepare the floors. I gave you another quote and applied for a discount due to the situation you were in. We were installing Ditra Mat, tile provided by you, and grout. You accepted this quote and we moved to schedule. At the time we were three months out but we had an opening and were able to pencil you in for a sooner time. When we arrived at the home the project area was filled with furniture and appliances even though we discussed everything needing to be moved out of the area before us being there. We spent the bulk of our day moving furniture, disconnecting and relocating appliances, cleaning the floor, and removing glue residue that was still present. We were under the interpretation this had all been done and was not included in the original quote. We spent the remainder of our first day and into our second day preparing the floors so the project could continue forward. We advised you during this process that the concrete still had yet to be leveled and fixed. You were told this would lead to a not-so-perfect installation and you wanted us to continue with the project as-is. We finally began work on the project with the Ditra Mat in the later part of day two. Some issues arose due to the concrete not being level which was noticed by you. I again reiterated that this was because of your floor not being level and that I could do my best but it still would not be a perfect installation. We got the ok from you to continue with the project. The next day we began staging tile to begin installation and discovered that the tile you were providing was a mixture of two different batches and sizes. We discussed the issue and proceeded to help. We spent the entirety of the day going to multiple stores to get the correct tile for your project. This included loading nearly two tons of tile for you and returning it for you. I did not charge you at all for this. You inspected the next day and I came by to receive the remainder of the balance due. You thanked me and complimented how well everything looked. When you asked me if you owed more for the extra work we put into your project I said that we were all ok and to pay it forward to someone else that may need it. Since then you have contacted me about concerns with your tile and grout. As my schedule is still pretty full, I asked multiple times for pictures of your concerns so I could try not to cancel out a day with other projects to come to assess. I have yet to receive any. I had a day scheduled to come out and you canceled on me. We scheduled another date which I had to cancel due to run over from another project. Since then I have reached out again for scheduling which you have told me any day would work for you. I reiterated that our schedule is still very busy but we might be able to pencil you in if we get an opening. I reached out again on a day that became open early and you were on your way to work. I have been more than willing to come to assess but our schedules have not worked out. I have been responsive to you promptly anytime you have messaged me. So far I have done everything to my limits to help you on this project."