COMPLAINT: David Siemantel, Martinsville, Ind.

"I hired Ken's Floors of Greenwood, Ind. to remove and reinstall quarry tile that had lifted, and try to match the existing grout. While lifting the tiles, he broke so many that he had to find matching tile, which he did for the color and size, but it had the wrong edge style.

"He also laid the tile by eye, and the grout lines are erratic and the walking surface is uneven. We asked him to remove the tile at his expense, but he refused. The final bill was $1,340."

DESIRED RESOLUTION: "We would like a refund of $650, which will allow us to replace the defective tile. We feel this is fair because he will then be covered for his out-of-pocket expenses for materials and his initial labor to remove the tile."

RESPONSE: Ken Oliver, owner, Ken's Floors

"We were unable to successfully remove the 20-year-old tile, breaking some pieces in the process. We worked to find matching tile, and we received the customer's OK to order and install it. The customer chose the grout color, which was a lighter shade than what we recommended.

"After installation, he looked at the completed job and paid in full. Two days later, he called to say the grout was too light and wanted us to remove all the tile, clean it and the floor, and pay for the new tile cost. We do not accept responsibility for his choices of tile and grout. We are sorry that we were unable to please this member."

STATUS: Stalemate

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