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Family Tile Company complaints

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4260 Arthur Kill Road
Staten Island, NY 10309 | Get Directions

(718) 967-6800

http://www.familytileco.com/

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Total Amount in Dispute:
$600.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Family Tile Company closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Family Tile Company

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10/30/2022

RESPONSE: Complaint was not answered Amount in Dispute: $600.00 Amount Settled: $0.00

Customer Complaint

10/4/2022

We picked tile to do a bathroom and asked for bull nose for the trim. The salesman told us that tile didn't have bull nose but said they use something else instead. He sold us chairrail (but never told us it was chairrail). They told us they would hold the product for 30 days since we needed it in a month. They never said it was a special order and was not returnable. Our order was delivered on August 31, 2022 and we had the tile in our house for 30 days before they started the job. Our installer said they sold us the wrong product as he couldn't us the chairrail (we would have a hole sticking out from our frameless shower door). We tried to give back the chairrail but they refused. This company misrepresented this product saying it could be used instead of bull nose. Now we have to buy another product in place of bull nose. They also said this was a special order because they held it for 30 days but we were never told this. Resolution Sought We would like to return the tile and get our money back. Now we are out $600.00 and have to buy more product to complete the job, and we are stuck with a product we can't use.

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