We may be partial but there is no denying that tile is one of the best choices as a surface covering. It doesn’t stain or hold on to smells, it’s a green product, is extremely durable (when installed correctly), and it’s easy to clean and maintain. When done right, tiled surfaces can last generations. Just look at ancient roman structures that are covered in beautiful tile and have stood the test of time. Even though technology in the industry has advanced greatly, we still have an abundance of subpar installers within the industry who simply are not qualified or knowledgeable enough to know how to make tile last a lifetime.

Poor tile installation can not only be costly and inconvenient but, in some cases, even dangerous. A cracked tile’s edge can be razor sharp and stepping on a broken tile wrong or having a ceiling tile fall can cause serious injury. If a shower is installed with tile, it can sometimes take years to notice mold coming through the tile and grout. Most of the time if you can see signs of mold inside the shower, you already have a much bigger issue going on behind the surface. Having to foot the bill for a shower and then replace it a few years later can prove to be extremely costly, especially if the mold has spread and caused damage to other areas or materials. That’s why it’s important to do your own research these days so you can be sure that you’re not paying for a subpar product that will cause you trouble down the road. So here are some questions to ask your tile installer before you decide whether to hire them or not.

Do You Own a TCNA and ANSI handbook?

The tile and stone trade is extremely unregulated, especially in the state of Texas. Following standardized practices and using the correct materials is of extreme importance. The Tile Council of North America and American National Standards Institute are where our industry standards come from. In the last decade, the TCNA handbook has more than quadrupled in size, so the “old school” installers who qualify themselves by the amount of time they’ve been in the industry are almost certainly ignorant to some of the new methods that have been proven to increase the longevity of the installation. If your tile and stone contractor does not know about or does not use these manuals then you may want to reconsider having them take on your project. Plenty of contractors use the phrase “I’ve been doing this for years and never had a call back..”. Although that may be true, chances are they don’t get called back because who wants to bring in a contractor who’s proven to be unqualified in hopes that they’ll do it right this time?

What is Your Process?

It’s important that YOU know the process your tile installer will be using so you can keep them accountable. It’s also important that they can confidently explain their process of installation without too much hesitation. Review our blog post on waterproofing mistakes for some common issues and misconceptions that the majority of installers have. It’s not uncommon that a contractor has to switch direction mid-job, and that’s okay, but you should ask to stay informed during the process. It’s a good idea to ask to be notified of any snags or delays that your installer may run into. This way you can maintain comfort and confidence throughout the project. During your initial consultation, you may want to take notes because there’s a lot of information that can be shared during an initial consultation. That way you know what to research before you start your new project. If you’re doubtful of any of the methods you’re given, ask your contractor to show you in the TCNA or ANSI manuals. You are the customer, the work to be done is in your home and should last a lifetime, so therefore you should feel a sense of control over the project.

How Do You Handle Change Orders?

Change orders are an important consideration for any project. A change order is an additional charge for unforeseen products or services that are added to the invoice after the work has begun. Sometimes these are due to design changes or requests and alterations made by the customer, and sometimes change orders are required due to unforeseeable factors such as rotting studs and things of that nature. There’s a sector of the industry that shamelessly takes the title of “Change Order Artists”. These contractors purposely leave out certain details that they know will need to be addressed, in order to justify additional charges after the job has initiated. Even the ones who don’t use these sleezy tactics may still have a habit of adding change orders without proper notification, resulting in an unsuspecting customer getting sticker shock at the end of the job by a bill that’s substantially more expensive. Be careful asking for changes to design or alterations of any sort without getting clear approval on whether or not this alteration will incur an additional expense or not. We make certain that we do not continue work on a project that requires approval for a change order until that approval is received. A customer and contractor have made an agreement and both parties should walk away feeling like they were treated fairly and have benefited from the partnership.

Who Will be Performing the Work?

There is nothing wrong with a contracting company having different individuals perform the estimates and installations but it is nice to be aware of this. You should know who will be performing the work and a bit of background on these individuals. Ideally, if the estimator can introduce the project manager on the start date, that tends to be the most comfortable transition. Don’t feel bad about asking the estimator if they’ll be performing the work themselves or if someone else will. Ask about their qualifications and what size crew will be coming. Typically with the custom work we specialize in, a 1-to-2-person crew is ideal for the job. Our main focus is delivering a beautiful job that last a lifetime. We do not populate your home with 5 guys working on your bathroom all at once. In our experience this keeps the quality of work higher. Try to find out if the installer’s coming to work on your home have any certifications, are covered under the company’s insurance, if they are an employee, and ask a bit about their experience. In the state of Texas, there is no legal requirement that dictates a tile installer needs to be licensed (sadly), so the next best thing is to find out what certifications and experience they have. Most tile installers are vastly unqualified so even one industry certification will put a tile installer in the upper echelon. If an installer is regularly going to industry training and maintaining and obtaining certifications, chances are they have pride and passion for the work that they do and will generally be skilled and knowledgeable. The last thing you want is a slick salesman to perform a consultation, sell you on a project, and then hire the cheapest tile guys around in order to maximize their bottom line.

Do You Require a Contract?

This one is very important. A reputable contractor who is confident in their ability to deliver a high-quality service experience will require a contractor’s agreement that protects both parties’ interests prior to any work being done. We hear countless horror stories of customer’s paying thousands of dollars to a contractor who disappears in the middle of the job for one reason or another, and sometimes for no reason at all! These installers usually deliver a poor product so on top of having the customer pay for the disappearing act, the customer will have to pay another installer to not only do the work but to also remove what the original installer set and start over fresh. The contract should be thorough and well written, and should have sections that not only protect the customer but the contractor alike.

Do You Warranty Your Work?

You should of course only hire contractors that you feel a sense of trust with. However, there are countless unforeseeable variables that can take place during a project and it’s just better to have a written warranty for peace of mind no matter what happens. A dishonest or unskilled contractor will likely not want to deliver any written guarantees. Even if both parties are confident a warranty isn’t necessary, it’s still prudent to have one in place. In our experience this makes not only the customer more comfortable but the installer’s as well since there is no underlying doubt in the installer’s ability which can cause dissonance in the relationship between contractor and homeowner.

Do You Have References and/or a Portfolio?

Obtaining references isn’t a crucial task of the qualification process, but a contractor should typically have at least one or two references they can share. It is, however, important to see some of their previous work and reviews. For tile projects, it’s best to look through an online portfolio because even a terrible tile job can look pretty good in pictures. The trick is to zoom in on the pictures and see if you can find any serious aesthetic issues. Look at the changes of plane in a shower or backsplash, and make sure the grout lines and tile faces stay consistent. Read through their reviews to see if there seem to be any recurring issues that past customers have dealt with. Plenty of top-notch contractors do have a bad review or two, but this isn’t necessarily a good reason to write them off completely. If you feel uneasy about finding a bad review ask your contractor about it and see if they can ease your mind. The main thing is to do your due diligence prior to hiring someone and keep looking until you find a company that your comfortable with and have confidence in.

If you’re still uncertain, give us a call. Seriously! It’s part of our mission to build lasting relationships with our clientele and to advance the tile industry so even if we aren’t going to be YOUR tile contractor, we’d still love to help and share some expert advice to ensure that our industry is held to a higher standard.