HERNANDEZ CUSTOM TILE & MARBLE

EXCELLENT!!!! Juan built out the entire infrastructure of the huge walk-in shower including the framing, the fiberglassing, the preparation work, the creation of all-concrete benches, and the installation of all of the tile and finish work. This included the huge walk-in shower, the bathroom floors, closet floors and water closet floor. The work was absolutely gorgeous and has held up perfectly. We required installation of a single piece of five foot square glass to separate part of the shower from the rest of bathroom. The glass company showed up with the biggest square of all time, explaining that there ALWAYS is some correction required to make the glass fit the opening, as no tile work can be perfectly square.....they were amazed: Juan's tile work WAS perfectly square and allowed for easy installation and a reduced price for the custom glass that was installed. Both Juan and his crew were neat, on time, courteous and completed every step in a manner that exceeded our expectation and was completed ahead of schedule. Juan's finished work wins oohs and ahs from all of our visiting friends and family. When creasting the custom work that he did on benches and shelves, he involved my wife in every step to insure that heights, placement and esthetics were exactly as she wanted. The true mark of Juan Hernandez perfection is demonstrated as we walk barefoot across his tile work and NEVER feel where one tile starts and another ends. He is a master. Wish he could have tiled my swimming pool. I will be passing on granite counter tops for our outdoor barbecue island so that Juan can do more of his magic with tile. We WILL be using Juan to complete the brick backsplashes in our kitehen after the granite counter tops are installed. In our entire home remodeling project, NO ONE did a more professional or better job than Juan Hernandez on our tile.

General workmanship fair to good where Mr. Hernandez's crew does the work. Poor - where he does the work himself. Grout being used where caulking should have been has led to problems of grout crumbling and falling out. Complaining to him caused him to promise on many, many occasions to come and fix the problem. Unfortunately, he never shows up when he promises to come and never phones to say he is not coming. When admonished for unprofessional behavior he tries to turn the situation around and make it your fault. The following is a letter I sent to the people who recommended him to me: Juan Hernandez of Hernandez Custom Tile, completed tiling our master bath walls & floor, foyer floor, and kitchen walls and floor on November 2, 2011. He also completed tiling the walls and floor of the guest bath on January 18, 2012 at which time we complained about some apparent poor workmanship in the completed 11/2/11 work. He said he would be back to fix it. He made an appointment with us to make these repairs on 2/15/12 - but failed to show up of phone us to cancel. He did the same on 2/18/12 and, again on 7/17/12. There were other instances of his making appointments and failing to keep them, but only these can I attest to having made a notation in my computer at the time. We received his name from you folks at The Tile Guy. We are informing you of the goings on so that you do not recommend him to anyone in the future. Having run my own business, I know that the MOST IMPORTANT attribute you can posses is a good customer service attitude. The folks at The Tile Guy certainly posses it, that is among the reasons we choose to do business with you. Without even discussing Mr Hernandez?s attributes as a tile layer, surely you can see that he does not try to practice any kind of positive customer service - this can only come to reflect upon you if you continue to recommend him.

I felt Mr. Hernandez had a very good idea what we wanted from the first visit, he helped me make some design changes and the work crew he sent was very helpful all during the job. This was our Master Bath, so timing and knowing how the project would go was very important. Mr. Hernandez and his crew did a great job of minimizing the stress of having our facilities " out of use" by keeping to a fast schedule, even with some design changes I made after the job was started. I would and do plan to use this company in the future, and would recommend to any one I knew who needed this service.

He did a great job. We did have a small problem and he was prompt in coming out to resolve the issue. Overall, I was very satisfied. He was very easy to communicate with and he was also very timely. If I needed to reach him, he was easy to get a hold of. It was a very positive experience. His price was very fair, I received several bids and his was the lowest.

- He doesn't have email or fax, so I had to text him the design details of what we wanted -- to get them in writing because he wasn't concerned with details when he came over to look at the bathroom. When he showed up for work, he tried to dispute the details I sent to him, and I had to prove it by showing him my phone's text messages! (After I texted him, I even called to confirm he received my messages, and he had.) I should have fired him right then. - His workers did not speak any English at all, and he always left the job, so I had to call his cell phone to discuss anything. He never came back to the house after the morning visits. - He got hostile and yelled when I pointed out that my wife and I didn't like how the trim pieces looked. We offered another suggestion, and he yelled at me on the phone saying "I'm trying to enjoy my Saturday and you're calling me trying to tell my men how to do their job!" His men were working, and he was at home yelling at me. I would have fired him then but the job was almost done. - His men finally implemented our suggestion, but I believe they purposely made it out of alignment with the rest of the tile because, while it looks a ton better than the way they were going to do it, the borders don't match, and it was simply a matter of the lengths they cut. - He never even came back to inspect the final work. He called to arrange payment pick up and tried to add another $150 onto the total, again disputing the texted details that he originally confirmed. When I refused to pay extra for what had been written, confirmed, and quoted, he started yelling again and said, "ok, then no warranty for you." - I called the local tile shop that recommended Juan and told the owner about the experience. That same night I got a hostile voice mail from Juan threatening to sue me if I continue "bad mouthing" him. The local tile owner said he will not recommend Juan in the future. I completely believe the previous reviewer that said Juan threatened to beat him up. That does not surprise me.

We couldn't ask for better work. Mr. Hernandez is extremely professional. He was extremely prompt in coming out to make an estimate, and was able to schedule our job quickly. They did a gorgeous job of laying all the tile.

This was easily the worst experience I've ever had with any contractor. Juan Hernandez, the owner, originally seemed congenial enough. After 2 days of sub par service, including unprofessional tilers, trash left in my yard, scratches left on my hardwoods, and general unresponsiveness to my concerns, I was already not very satisfied. The tile work itself seemed fine. Then Juan and his crew moved the refrigerator without using a dolly. In the process of bouncing my refrigerator over, he knocked out the compressor. The now defunct GE refrigerator poured water into an ice machine that didn't work. This spilled through the ungrouted floor, warped the sub floor, and flooded the apartment below. Juan refused to return my calls, never came over to check on the damage, and threatened me physically. Seriously, he threatened to beat me up. I filed a claim through the BBB, but he refused to answer the complaint. This left me with a $5000 bill, and an unfinished kitchen for 2 months. He is terrible As of October, 2010, I am updating this. I just opened the Hernandez reports area and see a similar experience to mine. After my 2007 posting of this, I wrote to the Better Business Bureau. They filed a complaint with Juan, who failed to respond to the complaint (or to Angies list complaints I might add), and his membership with the BBB was revoked. As a side note, about 6 months ago, I accidentally butt dialed Mr. Hernandez, who is on my phone list. I didn't know I did, but then I received 2 separate threatening phone calls from him, although he didn't even seem to know who I was. That said, if searched for on the BBB, he receives a grade of A because there have been no complaints about him for 3 years. He is still not a member though, and I would recommend that people not just complain on Angie's List, but complain to the BBB for businesses that provide unethical, and simply bad service.