Complaint Review: Heritage Flooring LLC

We had Heritage Flooring install wood-look tile floors in our living room and bedroom in September. Within 2 months, the grout was noticeably eroding out of the grout lines in high traffic areas. Even in less trafficked areas, such as in corners and under furniture, the grout still turns to powder if it is scraped.

Also, it turned out much lighter than the color that we chose.The owner told us during installation that the color was correct when it's wet, but we would have to seal it to get that color when it dries, as if this is normal. If that were true, I'm not sure why he wouldn't have told us that when we were selecting a color from the color booklet HE supplied us, as he knew we were trying to match the grout to blend with the tile.

I informed the owner of the grout erosion problem in late November. He came over to inspect it, and tried to blame it on bad grout. He stated that it all had to be taken out and replaced with new grout. He also said he stands behind his work and asked if we could take care of it in January, because he was really busy with the holidays coming up. I agreed.

Because he blamed it on bad grout, I mixed some from the 1/2 bag that was left over to see if it was a quality issue. My sample turned out perfect, with correct hardness and color (no powder).

I waited the first 2 weeks of January for him to contact me. I finally reached out to him. It took 3 emails, a phone call, and my husband stopping by his business address (a total of 10 days) to finally get a response from him. After a few communications, he asked that I get some estimates for the grout replacement, and 'he would sit down and work out some numbers with us' to pay for someone else to fix it, as he couldn't do it himself.

I had estimates for him within 4 days, and waited a week for a response. I contacted him again. Finally the next day, I received an email from him stating that since I purchased the grout, his warranty will only cover installation and we would be responsible for it ourselves. He is eluding to the possibility that we (the homeowners) could have caused this to happen. The other grout companies giving estimates all stated that in no way could this possibly be our fault. The light grout is uniform in color, weak and dry throughout the whole area. It is not blotchy or just bad in some spots. This indicates that the grout was not properly mixed.

The grout issue is only one problem that we had with Heritage Flooring. They also did a very poor job with the kitchen backsplash, and chipped up previously installed tile (that butted up against the new tile).  I have attached pictures of their work.

Please be very wary of using this company! They do very sloppy work and will NOT stand behind it!