Metro Tile & Marble Inc

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If I could give Metro Tile / Tile One / Kendall Williams zero stars, I would. Do not do business with them. Kendall was the absolute worst "contractor" that we have ever worked with because of various reasons including poor to literally zero communication, poor quality and execution, lack of follow-through, very untimely, and dishonesty. Where do we even start...

We hired Kendall to remodel our Naples Condo in the summer of 2017. The project was to be completed by November 2017. It wasn't even close.... didn't end up being completed until 2019, and to be honest, it still isn't.

He provided zero communication and showed a complete lack of care for the end-product. Poor quality in terms of electrical issues (fans / lights still don't work and he didn't even pass the Naples inspection first time around). There are cracks in the tile, spots in the countertops, fans that don't work, lighting that flickers, no caulking on the bottom of the toilet so it moves when anyone sits on it, two colors of caulking (caulking was coming apart, and we had them come back out but whoever did the "re-caulking" in the bathrooms used a completely different color. Overall, there's just no care.... he is very outdated in his ways of thinking and is stuck in old ways of doing this... for example, he didn't understand doing a full wall of quartz backsplash rather than tile. a newer trend concept that he just couldn't figure out and executed it poorly. Put in two different quartz slabs that weren't book-marked and looked terrible. Even the person working at metro tile verified that it didn't look good.

We have a camera in our unit so were able to hear everything he was saying while we weren't there and he has a hot-temper and talks very poorly about others.

At the end of the "project" he provided us with a 10K+ change order that was not agreed upon or signed, which was supposed to happen per the contract. One of the items on the change order was a 4,500 air conditioner that he had given us a price of 3,300 over the phone. KENDALL IS NOT TO BE TRUSTED.

We went into his office to ask questions about the random invoice (keep in mind that we received this invoice randomly one day and we didn't even know that he deemed the project finished). We still had a couple items on our punch list which kendall promised he "would make right". Well he clearly didn't. Kendall wasn't in the office when we came over to ask questions about all of the random things on this "change order" that was never signed. We left...asked him to call us to discuss what was going on with that, and he called, left a message, and threatened us of not paying and then went ahead and filed a lien on our property saying "i know what you two are doing." It was complete bullying and irrational. The man has a HOT temper and doesn't understand how to rationally talk / work with people. All we had were questions and he started threatening us. Long story short...... we had to get a lawyer involved who said she rarely comes across people like this that are unwilling to come to resolution and are irrational. Well that was Kendall.

METRO TILE IS NOT TO BE TRUSTED. KENDALL WILLIAMS IS UNTRUSTWORTHY, HOT-TEMPERED, AND PROVIDES POOR QUALITY / UN-TIMELY WORK. you get what you pay for. as far as pricing...he was pretty middle of the road. We wished we had done our research before, because as it stands.....many other owners in our condo complex have used him and NONE recommend him. DO NOT GO TO METRO TILE. trust me.... it's not worth it and will only cause you stress and lost time / money.

We did not experience any problems when Tile One, Inc (Metro Tile, 5455 Shirley Street, Naples, FL 34109) installed kitchen/hallway tile in our unit back on 2002, which is why we hired Tile One in 2015 to remodel our two bathrooms. Bottom line, big mistake on our part. We did not receive the same quality of service that we had in 2002. Each bathroom was approximately 35 square feet. Overall, the experience was a "nightmare". It took Tile One 23 months to complete the job. Collier County issued their "Certificate of Completion" on June 15, 2017, approximately 23 months after we paid our 50% deposit. In addition to the almost two-year delay, we experienced numerous construction issues due to poor workmanship including two or possibly three different project managers. The construction problems included the following known defects:

(1) The shower doors in the guest bathroom were installed incorrectly as the subcontractor (?) reversed the doors. Tile One's project manager failed to identify the error. The shower doors were installed in September 2016 and took Tile One until June 2017 to correct the mistake.

(2) The shower curbs on both bathrooms were not caulked underneath the curbing.

(3) The vanity drawer would not open because of incorrectly installed base molding.

(4) Inadequate caulking around the shower floor and walls.

(5) There were 1/4" gap between the drywall and the recessed lighting "ring" in the shower ceiling. In other words, you could easily see that there was an open gap between the drywall and the light.

(6) Broken transitional piece of tile between bathroom tile floor and bedroom carpet.

Kendal, the owner, commented to us on June 15, 2017 that we were to blame for the delays because we did not live in our condo during the majority of the remodel phase. However, for the record, Tile One had our condo key / lockbox to our unit for the entire remodel period (almost two years). Tile One had complete unrestricted access to our unit at all times. Tile One also had our out of state address, emails, and phone number. Tile One's total lack of communication was unacceptable. Furthermore, the fact is, Tile One should have been more efficient given that we were living off-site, and not impeding their subcontractor’s job performance.

We do want to thank Donato V. Pensenti, Superintendent of Tile One for finally saving the day. It appears that Tile One finally hired the right guy but it was too bad that it took approximately 23 months to complete two 35 square foot bathrooms. Mr. Pensenti was very professional in his response to us and perhaps Mr. Pensenti could "school" Kendal in how to deal with customers. It's not Mr. Pensenti's responsibility to apologize on Kendal's behalf. I recommend that Kendal work on his management skills and learn how to show empathy, kindness, and consideration to his customers who have experienced the problems that we have. What is shocking to us is that Kendal offered no apologies for all of the inconveniences that we experienced over the last 23 months. As a minimum, we would have expected Kendal to honor our request to "earn airlines miles" by using our United credit card", however, Kendal refused our request and wanted to charge us a 3% surcharge. After what we experienced, Kendal should have accepted our request. No one should have to wait almost 2-years for a job to be done right.

I was very leery about many of the contractors & designers I have met here in the Naples Area, especially being new to the area. I was so happy to be introduced to the team at Metro Tile & Marble. They were patient with our decision making. We didn't feel pressured and they even had inventory of some of the tile we had to replace in some of the older parts of our home. Then after our installation which spot on.. they called months later to see how we were doing. I can understand why this company is a household name.

Metro Tile & Marble did a tile floor for me in 2009. It is a terrible job. Because Kendall Williams, owner, will not respect his customer enough to even return my calls, I had another tile co. do an assessment of hollow sounding tiles and broken tiles and I have a letter stating it was a bad installation and will only get worse over time and needs to be removed and reinstalled. Business with this company has turned into a serious problem. In my opinion this company should not be considered a good company to do business with. betty anne johnston