Complaints

This profile includes complaints for Groutworks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Groutworks

  Tampa, FL 33609-2451

• 

  Groutworks

  PO Box 26621 Tampa, FL 33623-6621

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.

• Initial Complaint

  Date:11/08/2023

  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.

  Groutworks performed a re-grout job on my small shower on 9/12/2023. I was provided cleaning suggestions before the job was done, but was not given any explanation of the finished product nor any more suggestions of what to and what not to do. I used hair color and washed my hair in the shower which immediately stained the edges of my shower. Upon sending pics to the owner and said I felt like these areas were not sealed, she told me that the edges were not grout, but it was caulking that they do not seal. This was NEVER told to me and was never told there could be a problem with staining. The owner, *****, told me how I need to fix it myself, or if I wanted them to do it, there would be a charge. I would like to be refunded a partial amount to have another company come and re-do this and fix my problem. I am not a DIY'er to do it myself or I would have done it myself in the first place. I paid $1490.00 for the job.

  Business Response

  Date: 11/13/2023

  I'm going to start by reminding *************** to read the "Care Instructions," which is the last line of the quote we provided her and that she signed accepting. (Quote attached), It says:
  
  "GROUTWORKS TERMS OF AGREEMENT, WARRANTY, GUARANTEE & SERVICE PROCESSES: LINE 3"
  3. NEGLIGENCE: It is impossible for GROUTWORKS to know what treatment the grout, tile or stone will receive after GROUTWORKS has completed its services. Therefore, no Limited Warranty is valid on work that has been damaged by abuse, lack of normal maintenance or negligence on the part of the customer.
  
  Yes, ********************** did a full regrout on a regular standard shower for ***************. We did exactly what we agreed to do. We didn't offer to her to seal of the caulk, because there is no such thing as "sealing the caulk." Caulk is the "seal" for the perimeters.

  
  I agreed, I suggested to her to fix it herself, because a simple and very careful cleaning, without removing the caulk, otherwise it would go back to the original problems with her shower.
  The other option was to replace the caulking, which would have charges, because there will be materials and labor involved of something that have nothing to do with a bad preforming of Groutworks. 
  You stated on text messages (Also attached) that for 11 years you have been doing this and never stained the corners, even though it was an old, cracked perimeters. Well, I'm attaching here before and after pictures and you can tell me if they were or not stained, obviously they were. 

  I am sorry, but there was a nicer way to ask for help, because of your negligence.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20835671
  
  I am rejecting this response because:
  This cannot be considered a case of use and abuse when ***** ever told me that the products used could possibly stain if using anything colored on them. A simple explanation of the products applied and what to avoid using as there is a potential for staining could have prevented this. I tried to handle this in a nicer way by contacting you directly and you chose to tell me it's my fault for not being educated on the service you provided. Very poor customer service. 
  Sincerely,
  
  *******************

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20835671
  
  I am rejecting this response because:
  This cannot be considered a case of use and abuse when ***** ever told me that the products used could possibly stain if using anything colored on them. A simple explanation of the products applied and what to avoid using as there is a potential for staining could have prevented this. I tried to handle this in a nicer way by contacting you directly and you chose to tell me it's my fault for not being educated on the service you provided. Very poor customer service. 
  Sincerely,
  
  *******************

  Business Response

  Date: 11/17/2023

   I'm sorry it didn't cross your mind that using a product to dye your hair could stain everything else. 
  Once again, we did what we promised we would do, and everything is written.
  If you had contacted the company explaining that you had a problem in your shower with a product that you used and should have not, we would have gladly helped you somehow. But you chose to write to us accusing us of not having done the job and then trying to fix us with the BBB. That doesn't have any help. I'm sorry again but we can't do anything for you anymore. Regards.

   

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20835671
  
  I am rejecting this response because

  Thank you for your excellent customer service 

  
  Sincerely,
  
  *******************