Hi, we really appreciate any experts out there that can help us out. We had a glass tile backsplash installed during our ongoing renovation, with small (expensive, $20+ sq/ft) glass tiles. We are very concerned with the quality of the installation, and raised those concerns with our contractor. They responded saying this was an "industry standard" installation job and that our points of concern (chips, cracks over 20% or more of the tiles, irregular edge pieces around trim, etc.) were a product of the tile we picked, not the installation. In essence, while candidly admitting that there are isolated instances of things that are wrong and could be fixed, they are saying "overall" this tile installation is as good as it gets, and we should be happy with it (e.g., our standards are "too high").
We have worked with this contractor before, and they have been great. To their credit, they usually do very good work and strive to make us happy, and even here, will not make us pay if we are unhappy (even though they firmly disagree with our concerns). But making us happy would be re-doing the project, because, for example: the chips & cracks are wide-spread throughout the backsplash (i.e., 100s of tiles), tiles around cabinets and edging seems wrong, backslash wall is not straight (so slight, but noticeable, wavy backsplash), fixtures do not sit flush with the tile, tiles protrude out or are not laid straight, etc. The contractor will not do this because, again, this is an industry standard installation and a new job would come out the same. So, money issues aside, they are leaving us with two options: (1) live with it, or (2) find someone else to install.
We are not experts, and friends and family input is really not that helpful (everyone has an opinion, it seems). What we are looking for an honest and candid "expert" opinion - are we being unreasonable, is this really what we should expect, or is this a sub-standard job where another contractor could do better? We are striking out locally on getting another contractor or expert to review, because our contractors are local and well-respected in the community (why we picked them). Couldn't figure out how to upload pics here, but if there are any experts out there that could take a look at the pictures at www.houzz.com/user/mre8712, which are illustrative of the tile and the installation job (i.e., these pics are not isolated instances, but examples of what we see throughout), we would greatly appreciate any advice and input, even if that advice is that we are being unreasonable. Thanks in advance!