Custom Building Products

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12265318, and find that this resolution is satisfactory to me.I would like to add that the Customs Building Products representative [redacted] , went above and beyond any resolution I hoped to achieve by filing this complaintThank you for your assistance, [redacted]

Used Fusion Pro grout in my showerThe company is advertising a year warranty on this productI started to have issues in the first months and they will not honor the warranty

I bought Simple Mat product from the local Home Depot to install backsplash in our kitchenAfter speaking to the experts at the Home Depot, they recommend using the Simple Mat as a clean and easy solutionI bought three boxes to cover the entire kitchen areaAfter having a person come in and install the simple mat, I realized that the tiles were not sticking on the glue as demonstrated on the product video and descriptionI complained to the local Home Depot and they suggested that I get mortar and use that insteadI tried contacting The Simple Mat and never heard back from themI filed a complaint on their website and they did not contact me back despite waiting for over weeks for a responseTheir product is not accurately described and once someone buys it they have to waste their time and moneyThey have extremely poor customer service and have a terrible productThere are several online reviews that suggest that their mat does not workHowever, no one has complained to

Last week I spoke to *** *** Mgrregarding the grout on the installation of tile at this location The color truffle was not appearing as shown and much lighter then the sample I explained the situation to *** and was informed he would require an email regarding my situation and photos I submitted an email with the requested information and attached photos and the job cost in the original proposal This information was sent email as requested to *** at Polyblend *** informed me he would be able to resolve the color and inconsistenancy issue with the product after receiving the email He also informed me regarding washing the tile and another product to stain the grout I sent photots and an email as requested then called on Friday March 9, *** was not available, but was finally able to reach a *** Romero regarding the problem I called and left information on Tuesday, March 13, 2018, and again today on March 15, 2018, for *** *** but he still unavail

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12265318, and find that this resolution is satisfactory to me.I would like to add that the Customs Building Products representative [redacted],  went above and beyond any resolution I hoped to achieve by filing this complaint. Thank you for your assistance,[redacted]

I’ve made contact with [redacted] (the Customer) and we have settled the issue . CUSTOM Building Products will send David a check for $500 to cover the labor cost involved in cleaning his floor of efflorescence.  He will receive the check within approximately 10-12 working days....

 He will then remove the complaint with the Revdex.com. Please call or email me if you have any questions. [redacted]   Regards,   [redacted] Technical Services Manager [redacted] Cell     CONFIDENTIALITY NOTICE THIS COMMUNICATION, INCLUDING ANY ATTACHMENT, CONTAINS INFORMATION THAT IS CONFIDENTIAL AND THAT MAY ALSO BE LEGALLY PRIVILEGED, AND IS INTENDED ONLY FOR THE EXCLUSIVE USE OF THE INDIVIDUAL NAMED AS THE RECIPIENT. IF THE READER OF THIS MESSAGE IS NOT THE INTENDED RECIPIENT, YOU HAVE RECEIVED THIS TRANSMISSION IN ERROR AND ANY REVIEW, DISSEMINATION, DISTRIBUTION OR COPYING OF THIS COMMUNICATION OR ANY ATTACHMENT TO THIS TRANSMISSION IS STRICTLY PROHIBITED. IF YOU HAVE RECEIVED THIS TRANSMISSION IN  ERROR, PLEASE IMMEDIATELY NOTIFY THE SENDER BY REPLY E-MAIL AND DELETE AND DESTROY ALL COPIES OF THE ORIGINAL MESSAGE. THANK YOU

We have used customs fusion pro for many years. Lately, the product has been failing. Weep holes have been the main issue. Recently, I had my installer remove fusion pro because it ran! We went back in with Mapei colorflex cq. Love it! We will continue to use Mapei products.

Review: I purchased the company's SurfaceGard Sealer to seal the grout in my new shower. I used the product in a test area on both the ceramic tile and mosaic tile in my shower first. There was no adverse reaction. I began to work my way around the shower in small sections per the package instructions. At some point in the process, certain of the mosaic shower tiles began to react with the product causing them to have a yellow/green discoloration. I rinsed the product with water immediately and discontinued use in the rest of my shower. Home Depot advised me to contact the company directly. A case was started, I sent them pictures of the discoloration and a brief explanation via email. I subsequently answered all their questions about other products used in the tile project (all of which were also made by their company). They offered to send me a sample of a product that might help. I asked them to have someone come out to inspect the damage and apply the product themselves. I expressed concern that another of their products might make the discoloration worse and I wanted them to be respsonsible for that if it happened. The tone of the emails then changed. The technical support rep, [redacted], started to offer different explanations for why the tile may have discolored than he had before, he also started to make comments that my grout looked like it was 2 different colors and that I should have pre-sealed the tile prior to using grout in the first place. He also sent me a page from the National Tile Contractors Assoc manual supporting this assertion. He seems to have withdrawn his offer to even send me a sample I can apply myself now. I have copies of all the email correspondence between myself and Mr. [redacted] that I would be happy to submit if you feel it would help. I have also contacted the manager at the Home Depot where the SurfaceGard Sealer was purchased to try to gain his help in getting the company to stand behind their productDesired Settlement: I want a sample of a product that will remove the yellow/green discoloration. I want a guarantee that if the product does not work and the discoloration remains or the color of the tile is not returned to it's normal hue matching the other mosaics on the wall, that the tile will be replaced at their expense or we will be compensated accoordingly.

I want to also say that the company requested a sample of the SurfaceGard Sealer from me so that they could test it for defects in their lab. I have told them I would be happy to send it to them, but they need to send me pre-paid packaging materials and a container.

Consumer

Response:

To whom it may concern:

Review: My tiler recommended that I go with an epoxy grout after I mentioned that I hated the way grout stains and molds. The epoxy grout was more expensive than regular grout, and my tiler charged me an extra $1 per sq ft for this particular type. I chose to go with the the color Snow White since I chose white tile. I had both of my bathrooms floors & surround re-tiled. Immediately after he was done with the job I noticed that my grout was turning a bright yellow color. I called him and came back out to do a rinse with a haze remover. That worked for about a week before it turned yellow again. I called him and was told that it wasn't his problem, but the fault of the manufacturer. I told him that wouldn't work, so he had the territory manager ([redacted]) come out to take a look. He commented many times that he hadn't ever seen this happen before. He used a haze remover to do a small section. He said that you shouldn't have to scrub this hard to make the grout go back to its original color. He promised me that he would work with my tiler to make this right. I didn't hear back from him so I left a few voice mails, which were never returned. I paid a lot of money for my new bathrooms and they look pretty bad because of a defective product. I have pictures, and texts documenting all of this. My next step will be an attorney.Desired Settlement: I want what I paid for (white grout not yellow). After experiencing this I found information on the internet that it may be a reaction with light. These individuals had to redo their tile. At this point I'm not sure what to do because I wasn't responded to with a solution!

Review: I purchased Fusion Pro grout(a product of Custom Building Products) from Home Depot to use for a shower basin. I used the product within the guidelines of the product's written directions, and the product failed, so I called Custom Building Products' customer service. Custom Building Products' customer service initially told me that I was in the wrong because there is a 7-day cure time for Fusion Pro grout and I didn't adhere to this time frame because I waited 6 days before using the shower. After the initial call ended, I retrieved the bucket of Fusion Pro to double-check the posted directions, and it specifically states that cure time is "24 hours until light traffic, 3 days at 70-degrees F and 50% relative humidity until it should be exposed to water." I waited for 6 days before exposing the grout to water - an extra 3 days from what is stated as cure time on their product - but the product still failed. So, I called customer service again with the confidence of knowing I adhered to their directions listed on their product, and they told me that the label on their product was incorrect and that their "marketing is aware of the issue". I told them that this situation is not only frustrating, but costly in both time, money, and effort as removal of bad grout is tedious at best, and not being able to use my only shower in my house for over a week(7 days cure time in addition to repair time) isn't really an option right now. The customer service representative suggested I used another brand's product to fix the issue because other brands cure much quicker. Fusion Pro's bucket states the product is "eligible for a lifetime guarantee", though I'd imagine that I wouldn't be considered eligible because I'm not a licensed contractor. Neither customer service representative I talked to mentioned the guarantee, nor did they ask if I was a licensed contractor, if that matters.Desired Settlement: I would like to have a licensed contractor remove the failed grout and replace it with a reputable product, $10 a day for shower use at a gym down the street for every day I can't use the shower while it's being fixed, and I'd like a refund on the Fusion Pro grout I purchased.

Business

Response:

Good afternoon, [redacted],

I called [redacted]( the customer) and we’re working out the details of correcting his issues with the installation of the product and the replacement of his shower floor.

Regards,

Technical Services Manager

Custom Building Products

(562) 391 2730

(310) 850 0603

Review: Tile Lab Sealer and Finish clearly states "Provides scratch resistance". We used this product EXACTLY as their instructions state and even gave the sealer an extra day to dry before walking on the slate tile that was sealed.

We used this product on a brand new slate tile install on the inside of our house at the main entry way. The slate was brand new and never sealed before. The slate was cleaned very well prior to sealing and given a couple days to dry. Within 24 hours of starting to use the slate floor the surface became scratched by our dogs paws. And not just one scratch, there are many. If the slate was not sealed then it would of never scratched to begin with so it is impossible that is this product scratches are all then there is no way that it can "Provide scratch resistance".

After having this problem we decided to research to see if others have had this problem and it is very common. We should of researched ahead of time but when you are spending over $30k on a full remodel it is hard to research every single product you are using. Several people have stated that they used this product for years and it has worked great and then all of a sudden the sealer has stopped working the way it was in the past and they have had to switch products. The company has to be aware of this by now and yet they continue to advertise something that is not true so I would consider this false advertising.

The only solution at this point is to try to remove all of this junk product which is going to cost a good amount of money and I am confident the outcome will not be very good. When you have a fully remodeled house with tile that looks like crap the only thing that can be done is rip up the slate tile and reinstall which is going to be very expensive and it is no fault of our own.

I am confident that I can prove that this company is guilty of false advertising.Desired Settlement: Custom Tile Products should pay to have someone remove this product from our slate floors and return the floor to the condition it was in, before we used this product EXACTLY the way they instructed us to do on their packaging, which was brand new.

Review: Used Fusion Pro grout in my shower. The company is advertising a 5 year warranty on this product. I started to have issues in the first 3 months and they will not honor the warranty.Desired Settlement: I feel that the defective product should be replaced with a product that will not fail at the cost of this company.

Review: The grout sealer did not work properly.

I emailed the company numerous times with no answer. I have my receiptDesired Settlement: $8.22