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nora_katona

Advice Needed - scratched tile - who is responsible ?

Nora Katona
3 years ago
last modified: 3 years ago

Hello -

We recently completed a bathroom remodel, using a contractor. We purchased tile directly from a well- known national tile shop. We worked with a designer there who sold us 3 different tiles: floor tile for the bathroom and wall and floor tile for the shower. She also gave us grout to be used for all 3 tiles.

We then had our contractor install the tile using the products we purchased. As he was installing the wall tile (polished stone) - he let us know that the grout was scratching the tile. We called the tile shop to let them know, and they insisted this was the correct grout for all 3 tiles. We then had to call back multiple times to get in touch with the store manager. We came back and let them know that after reading the grout bag, it says on the back " Not recommended for polished stone".

Initially, he tried to blame our contractor, saying he rubbed too hard. They sent someone out to look, who told our contractor to use a grout haze remover and then use a sealer, that would "fill the hairline scratches". If after cleaning and sealing we were still not happy, they would send out a stone expert to see if polishing would help. At this point we have an e-mail from the store manager saying "we will fix our mistake". Needless to say, scratches are still there. The stone guy came out and said polishing would help get rid of most, but not all, of the scratches.

After tracking the manager of the tile shop down - again - he says this is ultimately the contractor's fault and that they (the tile shop) will not sign off on paying to have the tile buffed and polished. He said this grout is a superior product that has been used countless times with no issues. The tile shop insists that our contractor is responsible and should pay for the buff/polish. My husband just wants to be done with this; he says he is tired of chasing the tile shop manager. I think the tile shop should fix the problem. We are not asking to replace the tile, or get our money back - just for them to pay to have the scratches buffed and polished.

What do you think ?

Thanks in advance !!

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