TERRA TILE & MARBLE

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It's been a year now that Terra Tile installed a granite overlay on my fireplace back in mid March 2014.  Immediately, I noticed that the mantle top piece looked slanted to the right on both sides.   Yasmin/Salesrep told me Amadio/Fabrication Manager would contact me after he got back from surgery but he never did and I had to constantly notify her.   Finally, he calls me in early June that he would come by that afternoon.   At my house, he said he could grind down the right side but not left side as it curved inward.  A new top would have to be fabricated which he was not willing to do.  He told me he would have his crew come back in 2 weeks.  He never came back.  

Yasmin made multiple mistakes including selling me the wrong grout (should have been all stain-free), the wrong sized edging (3/4" instead of  1/2"), providing the wrong estimate on my granite overlay ($2K instead of $3K) as she forgot to include the hearth piece.   There was no going back on the fireplace as I already had the carpenter do all the prep work.  In Oct '14, she ignored my emails when I confronted her about the wrong grout.  Instead, she hides behind Kevin Brown, the Showroom Manager, by forwarding my 2nd email to him who also ignores my email.

Finally, in December '14, after 2 months of getting no response, I called and had a quick phone conversation with the owner, Manuel Gausch.   He would talk to Yasmin and Amadio and get back to me.  He calls me  the next day and offered to take back my unused glass tiles from my bathroom renovation project (past their normal 30 day rule) and have someone come back to grind down the right side of the mantle piece but would NOT fabricate a new granite mantle top.  To add further insult, he wants me to contact Amadio to have my mantle top fixed, the very same disorganized person who has been delinquent for the past 9 months.   Our conversation was cut short so I sent Manuel a follow-up email detailing Yasmin's errors and Amadio's lackadaisical attitude along with photos of my granite mantle asking him if he were the customer, would he be happy with the curved mantle top..  I never heard back which speaks volumes.  Also, in my couple of interactions with Amadio, I found his demeanor to be very arrogant.  Amadio probably knows he can get away with things so acts accordingly. 

Since Terra Tile does not want to accept responsibility or act with integrity, I want to warn others.  Don't be fooled by "...our reputation is everything...customer satisfaction is our goal on very project...we will always do all we can do ensure your complete satisfaction..." or that they use "state-of-the-art CNC technology to cut the stone." It's all marketing rhetoric.  Moreover, how is ignoring a customer considered acceptable?  Yasmin, Kevin, Amadio and Manuel should be ashamed of themselves.  I am very disgusted especially with Yasmin and Kevin whom I thought I had a good rapport. People make mistakes but they think ignoring me will make me go away?  A lot can be revealed about a person or company in how they handle mistakes and problems when they arise.  

An apology would be insincere at this point as all involved had ample time and opportunities to do so.   I want others to avoid my experience with Yasmin, Amadio and Terra Tile so hopefully, they won't get stuck with an expensive slanted granite mantle or countertop which will make their fireplace or kitchen look stupid.  I spent ~ $12k on tiles and other materials so I'm glad I did not waste an extra $8K on a carrara marble countertop with Terra Tile.  Otherwise, I would have uneven gaps between the countertop edges and my Gaggenau refrigerator or Bluestar range.

Terra Tile's owners and employees fail to remember an old saying in business:

A happy customer tells a friend
An unhappy customer tells the WORLD!

And I am P*****!

I was very happy with my experience at Terra Tile.   Unlike Carminart, Terra Tile provided me with samples of a few different tiles and I was able to take a piece of gray tile home and find a near perfect match for existing tiles in my kitchen backsplash.   Terra Tile also had the tiles in stock and I was able to pick a box up on the same day.

My experience was excellent. They were on time and very efficient. My kitchen looks great.

They have a decent tile selection but are not very interested in helping. I was also told to have someone come with me to pick up the tile as they would not put it in my car. In the end my contractor picked up the tile. Home Depot is not far from there and offers super service at a much discounted price.
I like to give business to smaller local shops if possible but really they need to be more service oriented.

Fantastic shop for bathroom and kitchen renovations. Has it all - tile, granite, quartz, cabinetry. Salesman Kevin was superb. I went to this shop last, and I wish I had gone there first. One stop shopping. Has excellent range of prices - I made it clear that I was not spending more then $5.00 per square foot, and was treated with courtesy and professionalism. Has granite yard on site. Westchester residents - save a lot of time and energy and go here first!

They were okay.

They had a pretty good selection. The gentleman who worked there was very helpful.

It is a small kitchen. They came last week to measure and they installed today. I am very satisfied with the work, the experience was good. They were professional, courteous and did a good job. I got a good price, but I didn't do a lot of comparing. When I do my kitchen floor i will probably go back to them.

very well. Helpful, pleasant, professional, polite, respectful staff.

This is the place to use for tiling jobs. They are one of two places in this area who just has master tile people working for them. The bathroom they did for me looks fabulous so I would only sing the praises of this company with respect to everything they have done for me.

I had wanted my wife to go there. When I returned, I told her I was not going back and that I didn't want her to go there either.

IT WAS FINE. IT WAS A STORE THAT SOLD ME TILE. IT TOOK US A COUPLE OF TIMES TO FIND THE RIGHT SALESPERSON WHO WOULD LISTEN TO US, AND ONCE WE DID, IT WAS EXCELLENT. THE PERSON WHO INSTALLED THE TILES WAS GREAT AS WELL.

THIS COMPANY WAS RECOMMENDED TO ME BY A FRIEND. I THINK THEY DID A GREAT JOB WITH THE INSTALLATION. I FEEL THAT THE RESULTS ARE BEAUTIFUL. I TOLD THEM WHAT I WANTED AND THEY DID IT ALL.

Extremely professional in helping us pick out colors and designs for our remodeling of our kitchen for the floor and the backsplash. They were thorough in their measurements. Very pleasant attitude on everyone who helped us in the store

THE SHOWROOM WAS FULL OF SAMPLES AND THE HELP WAS EXEMPLARY. OSWALDO WAS HELPFUL AND HONEST. HIS PRODUCT WAS DELIVERED IN A TIMELY FASHION AND INSTALLATION WAS WELL DONE.

OUR OVERALL EXPERIENCE WAS AMAZING. THE SHOWROOM IS GORGEOUS, THE RECEPTIONISTS WERE PLEASANT AND THE GENTLEMEN I HOOKED UP WITH HAD LOADS OF SUGGESTIONS. WE ENDED UP WITH A GORGEOUS BACKSPLASH AND GROUT. WE WEREN'T ABLE TO MATCH OUR FLOOR TILE WITH ANY OTHER FLOOR TILE BUT WE USED A SUGGESTION FROM THEIR KNOWLEDGEABLE SALES STAFF. WE USED THE SAME BACKSPLASH TILE ON OUR FLOOR (OMITTING THE DECORATIVE PIECES) BY CREATING A BORDER AROUND THE WORKING AREA IN OUR KITCHEN. WE ARE TOTALLY THRILLED WITH THE END RESULT, THANKS TO TERRA TILE.

THE SALESPERSON WAS VERY KNOWLEDGEABLE OF THE DIFFERENT TYPES OF TILES AVAILABLE AND MADE GREAT SUGGESTIONS ON POSSIBLE COMBINATIONS OF SIZES AND PATTERNS THAT COULD BE USED. SHE MADE US FEEL COMFORTABLE WITH MAKING THIS MAJOR DECISION.