We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Grout Repair

The Grout Doctor

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grout Repair.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/25/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On 2/6/23 my shower floor was tiled and grouted. The grout dried and cracked. Came back on 2/11/23.Supposedly re-grouted. Grout discolored and cracked. Supposed to come again 4/6, 4/12, and 4/19. Did not come any of those days, nor did I get a call.

  • Initial Complaint

    Date:02/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This business was hired to clean & seal the tile/grout in our house as well as repair cracks in grout in master bathroom and recaulk tub/shower in another bathroom. The business came at the appointed date & worked on the above items mentioned. After a week or so, the caulk that was installed by the business began to peel away and fray in several areas. I then attempted to contact the business by text, email, and phone (left voicemail) for several weeks without any kind of response whatsoever so it appears the business is unwilling to redo a substandard job regarding the caulking of the tub/shower. In addition, after payment was rendered to the business, no receipt was ever given to myself in any form nor was an original written estimate of the work given either..

    Business Response

    Date: 02/11/2023

    *******************,

    We do not show any record of you contacting the business office. It is possible that you were messaging the owners cell phone. *****'s cell phone routinely has over 100 daily callers and ***** unique contacts texting. It is not possible for ***** to properly monitor this amount of data. We are extremely vigilant in returning calls that come into our office. 

     

    We are happy to return, however, I would like to point out that the issue you are describing and supplying images of is caused by water being stuck behind the tile, or from the shower being used too soon after the work was complete. There is no possibility of the caulk failing due to improper installation. There is only one way to install this material and substandard work would only be evident by the consistency of the bead itself. It is designed to adhere to the wall with the product itself, not the installation quality. Peeling is caused by the reasons listed above. It not possible for the installer to effectively know this before the installation is completed. 

     

    In spite of this, we frequently (weekly) return and repair this despite the issue being no fault of our own. 

    We will contact you next week to discuss scheduling. 

     

    Thank you 

    Grout Doctor 

    Customer Answer

    Date: 02/13/2023

     
    Complaint: 19370466

    I am rejecting this response because:

    I left a voicemail directly with the business office number last week as well as emailing so if theres no record I guess well agree to disagree then.. Although Im sure ****** cell number gets a lot of attention, its interesting that up until the actual work appointment I received responses from him but as soon as theres an issue silence

    Regardless, Ive caulked enough tubs in the past to see that there was something not right about that part so while its possible there might be some sort of moisture behind the tiles, there definitely was plenty of time given after caulking (48 hours) that it wasnt too soon..

    Therefore, since I never heard back from the business in a decent timely manner, I was forced to do the caulking again so as not to further allow any water damage.. I will give credit where credit is due as far as the tile & grout cleaning/sealing ( looks very nice so far) plus the installation of the shower shelves ( very good). Im just not sure what the deal was regarding the caulk, but its too late now so if the business really wants to do right by the customer they will refund whatever the caulking costs were since I still have yet to receive any sort of original written estimate on the job as well as no written receipt after payment was made so Im still waiting

     

    Sincerely,

    *************************

The Grout Doctor is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.