Tiles R Us

Tile and Grout Cleaning
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Reviews for Tiles R Us

Average customer rating:
8.9 10 (54 reviews)

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5 reviews Toronto, ON

I hired Owen to restore a shower the services agreed to were to remove and replace grout and to remove and replace caulking.

Owen arrived at 11:25 am - 25 minutes after the arrival window he communicated and awfully late in the day to start a big job like this. He didn’t finish until 6:30 pm which caused a delay in our dinner plans.

The work he did do was ok, but not great. There was a gob if caulking on the shower glass that I’ve had to remove and there are some sloppy corners with excess caulking. Not really the attention to detail I’d hoped for by hiring a professional. But a few error I can deal with. I know it’s physically difficult work.

The big problem is the work that was not done. The grout on the shower floor was not removed and replaced. Furthermore, several sections of caulking were not removed and replaced. I am very disappointed with this as the old caulking has yellowed over time and looks ugly. The point of restoring the shower was that it looks fresh, but with this yellow caulking remaining it does not. I contacted Owen to ask him to fix this, but he has argued and been defensive with me.

I would not recommend this company unless you spell out in great detail what is included in the quote and carefully supervise the work as it is being completed. The contract that Owen provided was so vague that it is not useful.

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Company Response

Some people are impossible to please. As soon as they get what they thought they wanted they always want more.
The crux of the matter : Client wants me to come back after a week job was completed and confirmed to perform certain duties above or not within the agreed job description.

Client intentionally didn't share the pictures of concerns before and after. Client please post pictures for other home Onwer to see and decide for themselves.

Arrival time scheduled was 10am -11am . Client was not even home when I arrived. Client is simply complaining about arrival time as a way to hurt our reputation because I refused to yield to her intimidation. Arrival time at the condominium building was 10.55am checking through the security , parking, off loading equipments and taking them up to the unit takes a little while.

The shower pan ( shower stall floor ) is not included in what was quoted that will be regrouted as they don’t need to be regrouted. They seems pretty good but only needs restoration.
All the caulking required according to quote was removed and re caulked.

Client carefully supervised the job and confirmed that everything according to contract was implemented.

A week after the job completion date. Client complained about some concerns. Client was asked to send pictures of the concerns to me ASAP as I take pride in my workmanship.

I carefully examined the images provided, the caulking of concerns were outside the shower stall and not included in the job description. However I did removed some caulking on the outside of the shower stall as customers delight.

If the client had told me about those concerns when I was still at the unit I would have removed them as customers delight even though they were not part of the quote.

I don’t think those caulking the was concerned about were yellowing due to dirt or stain , it’s just the colour of that particular silicon caulking. They don’t come in contact with water, soap scums or hard water stains and does not need to be removed except for cosmetic purposes i.e changing the caulking to clear silicon.

The job is completed and below is list of customer delight attached with the job. (meaning that I went above the job description with the aim of putting smile on the client's face)

1. Glass door restoration
( inside & outside )

2. Shower door Seal cleaning.

3. Caulking in several areas outside the shower stall. ( entrance area and behind shower glass facing the bathtub ) and also inside the shower stall where the ceiling meets the shower walls.

It sucks the Client is ungrateful after all that cookies.
My aim was only satisfaction.

.. this is a learning experience for me. In all my years in this business this particular client is the first with such concern. I’ve taken note and my communication is automatically modified.

1 review Ajax, ON

Grouting in poor shape and cleaning was arduous. Called TilesR us, Owen called back to my SOS, and came that afternoon. Very polite, efficient, and did excellent work, left the bathroom spotless.

1 of 1 people found this review helpful.
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Company Response

Thank you for your business and taking time out of your busy schedule to give us a review.

Charles in Binbrook
1 review Hamilton, ON

I got Owen to restore two small marble table tops and they certainly look better. We moved them into the garage and he wet-sanded them there. But you should be careful – dealing with him left a bitter taste.
First, he was late. He said he would arrive at about 8:30 so I called him at 10:30 to find out where he was, and he said he had only just seen my address in an email I had sent a few days before. But he had already responded to my email several days ago! He finally arrived at about 11.
Second, I had agreed with him to restore the bigger of the two tables for less than his “minimum charge” because I thought it would not take very long. But I felt bad so I offered to pay an additional $100 if he did the smaller table (which is only 18 inches in diameter) so he could at least make a bit more money since he was going to be here anyway. He didn’t comment at all on this in his next email so I thought he wasn’t interested – I understand that this would still involve quite a bit of sanding. But when he arrived he said ok but he asked for more money!
Third, as we chatted I observed him with the sander on the larger table. I left him for a few minutes, and when I returned he said he had finished. I asked him if he was going to put on a sealer and he said he had already done that. A silicone sealant. I thought that was a bit strange that he had sealed it so quickly so I asked him if I could see what he had used. He said “later”. I thought – hmm, again strange – but whatever. I then watched him do the smaller table. Instead of putting sealer, he asked me if I had any “ArmorAll”. I said no, but I did have some Pledge furniture polish (oil-based). He said ok – that will do – and he proceeded to cover the smaller table with Pledge! It was slathered all over. And he then pronounced the smaller table “sealed”. I then pressed him on his promise to show me the silicone sealer he had used on the larger table and he refused saying this was a “trade secret”. Finally after I insisted he showed me a couple of small bottles of stuff – strangely he had to dig them out of a box in his truck. And he liked the furniture polish so much he put some on the larger table. I guess he put it on over the sealer!!
Oh my. You would think he could bring his own materials. At least the tables look better. But they are obviously really oily and I must remember not to eat off of them. (Pledge is full of petroleum distillates and can be harmful if swallowed.)

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Company Response

I can't remember scheduling this client for 8.30am. our schedule is usually between 10am - 11am. he must be confusing us with another contractor he must have spoke with in the past while shopping around.

first of all client was arguing about pricing and asking to pay below our minimum charge for service. at first i though he is a senior on pension so i ask how much is your budget sir, he said $300 i said i'll come and help you with the table top polishing just as a complimentary service. he later added a black marble top on the day of the job.

During the job. Client was very nosy, inquisitive and curious which is not a problem as i love educating my clients about what stone restoration entails. however i noticed his behavior was becoming intrusive as the client was physically going through my materials and equipment looking at the labels and all sort of uncomfortable behavior which made me ask him if he wants to learn the trade he should simply send his application for apprenticeship.

Marble Restoration process

100 grits--- during this stage we removed the scratches on the stone table by grinding.
200 grits
400 grits
600 grits------after this stage is when sealing is recommended before polishing
800 grtis
1500 grits
3500 grits
6000 grits ----at this stage the stone surface looks brand new , restored and shiny.

Job was completed and sealed properly as supposed. When i asked the client to help move the table into the house he asked if i have sealed the stones and i explained that the stone were sealed before the polishing stage. The client did not believe me and asked to see the sealer that i used. i told him that is our trade secrets and i won't be showing him the product used but assured him that the stones were properly sealed. the client got mad.

however after polishing of the black table top due to the nature of the stone. the surface looks grayish when dry ( before images will show you what i mean as some surface was already grayish even before the restoration) and dark black when wet so with my experience i need to color enhance the stone with an oil base color enhancer to bring back the color not to seal the black stone like the client have insinuated.The client didn't pay for this particular service as he was arguing over price a lot and still very ungrateful.

as you can see from the before and After images that i did a fantastic job. The client is simply ungrateful for a job well done below our minimum charge. I will not be accepting jobs from such clients in the future.

1 review Markham, ON

Well done overall friendly and very clean workmanship. Would highly recommend him. My shower was very discoloured as you can see from the picture , but now looks brand new.

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Company Response

Thank you for your business

2 reviews Toronto, ON

Owen is very thorough and meticulous in his work. We had mould in our shower stall caulking that we could not get rid of. The grout was also discoloured in places from mould. As can be seen from the photos, Owen restored the shower to mint condition. He pointed out some problems with the construction of the shower and addressed them for us as well.

While he was here, Owen also fixed some other caulking problems we had.

We are very happy with the result.

2 of 2 people found this review helpful.
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Company Response

Thank you very much for your business

1 review Toronto, ON

The tile's are over 30 year's old..they look new....job well done. Great service!

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Company Response

Thank you for your business.

1 review Hamilton, ON

My granite countertop had a burnt mark on the surface. Owen resurfaced the countertop and polished it and the burnt mark was gone. My countertop looks elegantly new. I mostly appreciate the special care and attention he took of my granite while resurfacing to make it brand new. Thank you for the awesome work. You did a great work.

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Company Response

Am glad your happy with the Restoration. Thank you for your business.

1 review Hamilton, ON

Our Marble Countertop were in a bad state. Lots of stains and scratches, TilesRus started by covering the surroundings to avoid splashes, grinded and polished our Countertop. Now it looks brand new at the fraction of the cost of replacement. Thank you, We are very happy with the Restoration and will definitely recommend this company.

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Company Response

Thank you for your business.

Private User
1 review Hamilton, ON

No words to describe the appearance of my floors after they worked on them. See before and after side by side photo bellow. Yes there was a scratch they got out but I would rather the scratch back then the blotchy mess I have been left with. 3 other companies have been in to see and cannot believe what has been done. Beyond repair and what is worse is they won't acknowledge our request for a refund of our deposit and don't believe they should have to...we have received zero customer service and they don't see as though anything is wrong with this. We will need to have the floors removed completely as they are destroyed. I would not recommend, find a more reputable company that knows what they are doing. Pictures posted are all after photos, ring stains and all that cannot be removed. I wanted floors buffed and sealed and this is what we got.

0 of 1 people found this review helpful.
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Company Response

We have both Before and after pictures of the floors and wish we could be able to post them here. The floors have big scratches and stains all over. Client said the floors are driving her mad. first of all nobody knows for sure as of this day what type of Stone the floors were made. The porosity of the stone was very high. Even water when splashed on the floor could stain and make a mark very visible. Client was adviced that there will be no guarantees but was asured we are gonna do our best in the restoration. The floors were neatly grinded with diamond to remove the scratches and we honed the floors up to 6000 grits making the floors look like glass. we sealed the floors with sealer to help and prevent stains due to high porosity of the stone which I suspect might be engineered stone. Client complained the floors were darker due to the sealer. We grinder the floors all over again and removed the sealer. we did a sample first which came out really nice. In my own opinion the floors were like glass, very shiny better than the original floor we met that have scratches and stains all over the floor. In fact there was one big and deep long scratch in the middle of the living room which was one of there main concern was grinded out and polished. We have 1 section of the home that we polished has no issue what so ever and the square footage is more than 200. Asking for refund of deposit is inhuman.

1 review Hamilton, ON

Owen's workmanship was amazing. He delivered as he promised, more than I expected. l like his professional approach and knowledge of his trade.

1 of 1 people found this review helpful.
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Company Response

Thank you for your business.

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Tiles R Us

At TilesRus, we've got all your needs covered from Tile and Grout Cleaning and Restoration to Marble Restoration and Polishing. Don't hesitate to ask us a question or inquire as to why a certain process has to take place. All of our staff are friendly and knowledgeable and we have ...
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