Complaints

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:06/15/2023

  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.

  I filed a review with pictures of imcomplete work earlier. I am now seeking a refund for the cost of the repairs that were not finished. I sent correspondence to them as well. Under the BBB review they said they would reach out to me and never responded to my email or tried to contact me.

  

  Business Response

  Date: 06/22/2023

  I spoke with customer and informed him that we are happy to come repair the caulking work that he is not happy with.

  Customer Answer

  Date: 06/22/2023

  This is true we did speak and that was offered. My problem is that the "Grout Medic" does not repair grout. As stated before the caulking was not done even close to acceptable. The real problem is that I was assured this would remedy my issue when in fact knowing what I know now it was clear that it needed to be regrouted which I am having done now. I asked for a refund for the project and so far have been denied. I am in the process of having the shower regrouted for less than "steam cleaning" and "sealing" the shower. I feel that this was misleading and if I had been better educated would have refused the service. I still have a hard time wrapping my head around how I spent $907 on a steam clean and a $5 worth of sealent wiped on my shower. I appears am not going to recoup my money but I would like others to definitely get a second opinion before believing what the Grout Medic tells you is possible. With their expertise, it should have been obvious that if they were not going to repair the grout their solution would not have worked. I will pursue other avenues to educate people to the practice of this company and report it to the attorney general as well. If I can help even one person from throwing their money down the drain it will be worth it. Again a business should not accept money for work if they know they will not be able to solve the issue with the service they provide.

   

  

  Business Response

  Date: 06/22/2023

  I have a work order you signed off on stating you were happy with the work. You also tried to get my tech to show you how to do the work so you did not have to pay for it. We do complete grout repairs, daily actually. I offered to come make the repairs and you said that would be great. Now you want your money back. I also offered to send you a $100 gift card and you declined. If you fell it is necessary to contact the attorney general by all means do so. My customers are happy with our work every day, when there are issues we address them. I am sorry I will not refund your money. We completed work for you, you signed off on said work, you even left a great review. Now all of the sudden you want your money back. Again, I am happy to come correct the work or send you a visa gift card in the amount of $100 dollars. Threatening me with contacting the attorney general is not going to change my mind on my offerings. We are a great company and go above and beyond for our customers. That will never change and we will be around for years to come as we work with integrity. 

  Customer Answer

  Date: 06/22/2023

  I would like to clarify my previous statement. I have spent a good portion of the evening communicating with **** ****. I wish we would have communicated more on the front end. I think that  the issues were not stated clearly by me. I will do my best to clarify as I do not want to be less than accurate which I may have been previously.

  My main issues is that I was reassured that the service would seal the tile and keep water from leaking for an extended period of time even after I had questioned the technician at length. It seemed to me that their service was not the correct solution on the day of the job when it was described in more detail. This is partially my fault and I should have declcined the service as it seemed highly improbable that it would solve the grout issue. No actual grout was going to be used. I do feel like part of this is on the part of Grout Medic as they are the professionals and they should have seen their service does not work for the problem I had. I also feel the cost for the services rendered were way out of line. But I agreed to them as I would have gladly paid that if it had solved the problem. I knew the services before they were done (no actual grout work) so that is all on me. Bad decision on my part.

  The caulking was not done correctly. **** did not contact me as he said he would in the bbb review but in his defense, I said I would just rather handle it by myself at this point. I can see why he did not contact me based on that. I did send a seperate email to grout medic and it was never addressed so that was frustrating. 

  In his defense, he did agree to come back out and recaulk the shower today. I agreed to this so his response was completely correct. The problem was that I had someone on the way to actually regrout the shower and decided to let him the handyman grout instead of giving Grout Medic another chance. Even if they caulked it right this time it wasn't going to be the right solution this time. 

  I asked for a refund and **** explained that he had time and money into it. I offered him to split the cost as I obviously felt upset that they convinced me their solution would work and that the job wasn't done correctly. I was really just offering what I felt seemed fair to me. He then said he would regrout and/or give me $100 back. I'm not sure if it was an and or an or. I refused the money. 

  I let my feelings of being swindled get the better of me. I doubt they are truly in the business of swindling people. Maybe their other work is done well and people are happy with them. I hope they are. I would like to end with this advice. If you have issues with grout coming out from your tiles, seailing the tiles will do nothing. I would have a plumber look at the situation first. Unforunately, that can be expensive and this is the reason I called for a free estimate from the Grout Medic first. Second if you are going to have your tiles services just ask a lot of questions and be sure you know exactly what is going to be done and make sure it is worth it to you.

  My apologies if anything I said previously was incorrect and I hope I have clarified the situation.