Complaints

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• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  critical the grout seal job is less than1 year old with a heavily advertised over the moon 5 year guarantee and has failed miserably. called ***** the owner. they returned begrudgingly and his techs USED THE WRONG COLOR and is still failing .i contacted ***** several times to no avail at which point i recieved an email from him stating they would not come back and would not honor his publicly advertised guarantee this is a federal trade issue

  Business Response

  Date: 04/02/2024

  Hello,
  
  
  Im very HAPPY to share my side of the story, as you mentioned there are always two sides to every story.
  
  
  Just as a frame of reference, currently I have 247 Five star reviews as Im addressing this dispute, with only 1 negative review.
  
  
  What you will notice, I PERSONALLY responded to every single review, both positive and negative (Usually within 10 minutes of that review being posted)
  
  
  I share that with you to give you a frame of reference of my character and also to dispute this customers reference of me Begrudgingly  showing up. 
  
  
  Also to say something about his character, the day I went out for the original estimate he scheduled me and one of my fellow business associates offering the same service at the same time. They arrived in the driveway 1 minute before me and the customer had me wait 20 minutes after our scheduled time.
  
  
  I should have seen the writing on the wall at the time of estimate. I make notes on every estimate I give. I referenced my notes from this estimate before writing this reply (here are my notes) If we get this job make sure you kill him with kindness, he seemed a little arrogant and rude, just make sure to DOUBLE check everything! 
  
  
  After being awarded the job, we showed up on time as scheduled with smiles on our faces and continued to do an amazing job that turned out great! I have pictures of before and after that I can attach. The very next day the customer called and said we missed a few spots, I Immediately had my guys go back out and touch up a few areas. 
  
  
  After one year the customer called and stated my product FAILED MISERABLY of course after hearing that, I immediately scheduled to come out and take a look at the floors which is my practice, I always assume responsibility and SHOW UP to see for myself.
  
  
  Here is where the issues started, I met this customer at the door with my usual smile and handshake intending to address and take care of any issues. He did not return the smile or my kind gestures, I KNEW at that moment I had my work cutout for myself.
  
  
  After looking at the job, at first glance after a FULL YEAR of wear and tear on tile and grout, the work we did looked amazing! The customer showed me one example which I believe he attached to you as well, I can say that usually doesnt happen unless someone scrubs with an abrasive of some sort (Not saying they did that) my response, NO PROBLEM! I can take care of this right now, I have a color sealer I can put one there His response - WAIT I HAVE MANY MORE SPOTS TO SHOW YOU he then walked me to a few areas that I have to be honest, you had to really look close to even see them. Again my response was NO WORRIES! I can take care of that right now
  
  
  I would never say my company is perfect, weve had spots that *** have been missed in the past, if you read  some of my 247 - 5 star reviews, you will read customers write how quickly and professionally we took care of the issue.
  
  
  After offering to take care of this issue on the spot right now, he responded. NO! Thats not acceptable, I want the whole job redone. Keep in mind as he referenced this was a $1,600 job and was a ton of sq feet of tile, even in guest rooms that never got walked on, as he stated to me when I was there.
  
  
  I had assured the customer that my remedy would easily take care of it, he again stated NO! I want the job redone. I then said okay we will recolor the grout, I will just need to charge you a small fee for cleaning the floor first since its been a year of wear and tear, he then started quoting my satisfaction guarantee and warranty and threatened that he wouldnt want to have to leave me a bad review. I then said OK we will take care of it and scheduled a time to come back and RE-CLEAN and RECOLOR all the floors and grout in his home.  
  
  
  My notes to my guys when heading out there to the job Make sure you kill this guy with kindness, we are redoing this the entire job, DONT LEAVE till hes happy.
  
  
  My crew showed up on time as scheduled with smiles on their faces and went to work, cleaning the ENTIRE home and then recoloring the grout. After they were there for longer then I had allotted, II called and asked my guys, why is it asking so long? Their response, its just tuff this guy is following us to every room and standing over us. My response, okay just make him happy. 
  
  
  Our color sealers dry and setup in 20 minutes, so after that ************************************* this case we used an off white color. So after approximately 14 man hours of redoing this customers entire house with this customer standing over them the entire job for 7 hrs, we finally finished and packed up and left. 
  
  
  My guys called me as instructed upon competition, I asked how did everything go, was he happy? They responded by laughing.. GOOD LUCK making that guy happy, he was very rude to us
  
  
  I can handle a lot, what I dont handle well is people treating my employees with disrespect. 
  
  
  The very next day I get a text message that reads FYI THEY USED THE WRONG COLOR not hey *****, I try appreciate you sending your guys out, I hate to say this but I think they used the wrong color (Or something along those lines) 
  
  
  After receiving that text I cut off my communications, how could he let me employees work all day and then tell me they used the wrong color.
  
  
  This customer has taken it upon himself to bash me on social media and other review platforms. 
  
  
  I believe you can learn a lot about a persons character by reading reviews they leave, I attached a screen shot of his yelp reviews. The reason I share that is because, if this letter and response is intended to show my side of the story in hopes of staying in Good standing with BBB, why doesnt he have any nice reviews? They are all NEGATIVE and he bashes each company. There are two types of people in this world, those that wake up on either a partly cloudy day or a mostly sunny day. This customer is looking for clouds.
  
  
  Please reach out to me personally if you would like to discuss in more detail. 
  
  
  Sincerely *********************;
  Owner Spot On Tile & Grout 
  
  
  
  
  
  

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21478550
  
  I am rejecting this response because:

  No matter the story and his

  Google and face book reviews a srubbed by his bussness soft ware house call pro .His product is failing he advertises 100% satisfaction guarantee and if he advertizes it he must honor it per the ftc
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/05/2024

  I'm not sure where we go from here. This customer is stating that myself and or "Housecall Pro" a software I use has been "Scrubbing" reviews, I believe that is defamatory to myself and Housecall Pro (Who I will be forwarding his remarks to as well) Neither myself or HCP has the ability to scrub ****** reviews as he stated multiple times.
  I dont believe my standing with the BBB should be harmed for a customers who has a reputation of bashing local companies.
  
  
  I have no interest in giving the customers money back, I hope to see him in court to defend my good name and character.
  I appreciate you giving me the platform to share my side of the situation.