Marvin B.

Bought tile and installation from Floor & Décor in March 2021. Had the floor installed in May. Complete removal of 637 sq./ft. Of tile and underlayment. Job was mostly completed in 1 week.@ weeks after install tiles were cracking all over the floor. 13 in total the first time. The contractor cam back out and replaced the cracked tiles (using the ones that I was returning for a refund). After fixing the floor two weeks later the tiles were cracking again. I called floor& Décor to have the floor fixed. They were going to send out the same contractor to which I said I wanted an independent contractor to evaluate why the floor was cracking. The independent contractor inspected and made the report that there was no mortar used under the backerboard and the backerboard was only 1/4 inch. F & D offered to have the old contractor come out and redo the floor. I declined having the ones that installed it wrong do it again. F&D took two months to send the first pallet of 1/2" backer board and 12 bags of mortar. They had a new contractor come to do the floor 6 weeks after because of there schedule. The new contractor demoed the floor AGAIN and put the new backerboard down with mortar under it like manufacturer stated to do. F&D had still not delivered the tile and the rest of the materials. The new contractor had to go pick it up (50mile round trip 3X). The contractor started the floor and put down 13 tiles and stopped. The tile that F&D sent were out of square between 1/8" to 1/4". This made the grout lines start small then go big and so on so they refused to put the tiles down. Believe me I am glad they stopped when I seen it. After calling F&D (slightly irritated) I told them that the wife and I would go to the store and find a tile similar to the one we had and they will need to get it here ASAP so my floor can be completed. F&D agreed and told me to just send them the skew number and they will get it ordered for delivery ASAP. Well the next day that did not happen, F&D sent the contractor an email and told them the tiles were within manufacturers specs and they should use them anyway. Now if you know anything about tile they HAVE to be square to get the grout lines and the manufacturer only allows up to 5% of the tiles to be off, that's five out of one hundred NOT EVERY ONE. (yes I called the manufacturer) F&D refused to order the new tile and I have no floor with no end in site without paying another 8K out of pocket that I already paid F&D! And as any contractor knows if I get a new contractor to install a new floor they will rip up the new backerboard because they will not warranty someone else work. F&D refuses to refund me for the complete job so I can get it fixed. I would ABSOLUTLY NOT do business with them again. Its been 7 months, two contractors, 3 times moving all our furniture and covering everything with plastic. Not to mention the dust cleanup after the jobs were completed. So we have a backerboard floor with 13 tiles on it, no furniture in our kitchen or Livingroom. Disgusted by this whole experience and gave them 24hr to make the tile rite if not then my attorney will be filing for the max amount in PA small claims court Monday morning after I sign the papers Friday afternoon. 7 MONTHS and the pics show what I have