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There could be lots of things wrong here. Without more info its impossible to point the finger at any one area.
Firstly if the client is unhappy ( which they clearly will be) then tiles will need to be removed and investigate that way.
Agree, floor was not properly preped. Under-lining problem, was initail floor boards secured? then over-laying boards were secured properly? right flexible adhesive'grout, what was the tile material? All adds to a bad job.
Discuss noisy kitchen floor at the Guest Area within the TilersForums.co.uk | Tile Forums | Tiling Forum; Hi all , posting this question on behalf of a work mate that had a ...