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:06/30/2025

  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.

  Original transaction: 5/7/25 Return to try to rectify: 5/29/25 Problem: Said they would remove all grout, do a Mold/Mildew treatment and re-grout (Seen on Proposal) Paid: $659.75 Nature of dispute: Owner lying about work being done- Said they grouted the shower twice and the second time they came they were only here for 1 hour and I felt the grout lines and told him they are not even wet and this is unacceptable and all I was offered is the technician stating "it must have been a bad batch of grout" - As you can see on the Ring camera he was here for 1 hour the second time and it takes much longer than 1 hour to re-grout a shower Business has ignored my calls and refused to make this right

  Business Response

  Date: 06/30/2025

  This customer is reacting to my response to her 1 star review on Yelp.  Her claims are false and she needs to reread my response.  I never claimed we regeouted her shower twice, what I said was that we regrouted her shower as stated on the work order.  When she contacted us via email, she claimed  that we didn't regrout her shower and didn't do a mold and mildew treatment.  I have a email thread to her where it was explained that she had a moisture issue, although she claims in a very hostile and threatening voice mail she left today after reading my response, that this explanation doesn't exist.  Yet we have the thread.  The issue she has is moisture.  Reason we were regrouting her shower was because she had missing grout.  Grout goes in darker and as it cures it goes to the correct color.  The darker spots she has is due that grout drawing the moisture out.  She claims it's mold and also it wasn't regrouted, I said in my response you can tell it was grouted because of there are not holes in those spots anymore, Never we regrouted it twice.  This is just another reasoning that she misconstrued.  Her claim on why all of this happening are things she has decided to be the reasons.  She is under warranty and we needed the grout to pull.all the moisture out before it could be replaced or it would happen again.  Our typical wait time is 4-6weeks.  We have answered her emails and even sent a tech out a second time.  Our communication with her will only be via email, so we have documentation of what is being said, so there is no misunderstanding.  At this time we are still willing to honor our warranty, since the issue is not a result of our workmanship, nor anything incorrectly done by this customer.  It is just a moisture issue, no fault of anyone's, but she needs to be civilized.  If she would like to response via the thread we already have with her, we will respond.  If not then we have made attempts and tried to explain, so we feel this matter is closed.  Thanks.

• Initial Complaint

  Date:04/03/2023

  Type:Billing 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.

  We were charged $980 for what turned out to be a 3 hour job!The Grout Geeks Service Manager visited our home and estimated that work on our 2 bathrooms would take 2 days. Based on this, his proposal for $980 seemed reasonable, and we scheduled the work for March *****. The tech arrived as scheduled and began work at 10:00 am. Three hours later, at 1:00 pm, he said he was finished, gave us some maintenance tips, took our check for $980, and left. I called the Service Manager on March 22 and discussed with him our concern that, while the the job was completed satisfactorily, the amount of labor involved was greatly overestimated making the $980 charge totally unreasonable. He said he would "talk to the owner" and I ended the call by saying I hoped to hear from him soon. Our check for $980 was cashed on March 23, the day after my call to the Grout Geeks Service Manager. We never received a return call from Grout Geeks after my initial call, and a subsequent call has not been returned.We ended up paying $325 an hour for a one-person cleaning job!

  Business Response

  Date: 04/03/2023

  We believe that ************ has his time off.  After speaking with our technician ************ was not there for the entire job and our technician has verified that he was there much longer than 3 hours.  ************ states that we were there for only a cleaning job which is also I incorrect.  We worked on 3 different areas in his home.  1) We did a clean and Seal in his Master Shower Stall which also included caulking 2) We regrouted his guest bathroom floor 3) We recolored (Stained) his Master bath floor.  There is no way that these items could have been completed, as he put it "Satisfactory" or any other way, in only 3 hours.  Anytime we book restoration jobs we also add extra time in case our technician runs into issues like loose or cracked tiles, subfloor issues, epoxy grout.  It was never told ************ it would be a 2 day job, but that we book a back up day in case it's need, which our technician also went over when he did his walk through.  I have also attached the signed Job Authorization where we went over the work and also the signed off for "work completed to satisfaction."  When finished our tech went over the work with them to make sure there were no issues or concerns and they had no complaints about the work or price.  They had no issues and paid in full.  The complaint about wanting a discount came a few days after the work was completed.  When called it was explained that we do not charge by the hour, but by the job and the second day was in case needed, not that it was a 2 day job. Everything was agreed upon prior to the job.  Nothing was hidden from the Rowes and we completed all the work that was agreed upon.

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:02/08/2023

  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.

  Bathroom shower and floor restoration. The job was for *******. And to be done starting 11-08-22 and completed on 11-10-2022, the technician would arrive between 9:30 or 10:00. Nobody showed up, got text from Tech at 10:40 saying he was sick with RSV, but would come anyway I said cancel the job. Talked to **** and rescheduled job for 11-12-22 thru 11-13-22 for *******. Tech shows around 9:30 and left at 2:30 job complete. When to look at shower stall and bathroom floor next day and it was a very, very sloppy bad job. Called The Grout Guys office to complain about bad job, was told Service Manager would come out and correct problems. She came out on 11-16-22 and worked about 1 hour, told me I was being too picky about quality of job. She said she need more tools and supply to complete job and left. **** (the job bidder) called said he would be out on 11-21-22 to take a look at quality of job. He came out on 11-21-22 and said job the job had to be completely redone. **** said he would get back with a date to redo the job. Rescheduled job for 12-5-22 thru 12-6-22. Tech arrived at 9:30 looks at job and said job was done to quick and sloppy, that he would take care of it. Had to loan him a ladder and trash bag to start job, later on had to give him some white vinegar to clean with. He finished job but quality was not great. **** came by on 12-13-22 to pick up check for job and agreed that there were still quality issues. Send pictures to **** to share with company owner, never heard anything else. Have lots of pictures if needed.

  Business Response

  Date: 02/09/2023

  There is no satisfying this customer.  We have made several attempts and he is still unhappy.  He has been difficult and angry about everything from the start.  Our tech **** texted him the 1st day to let him know that we had been sick and wanted to make sure he felt comfortable, which is what we do and his respose to that was "Cancel the whole job!!!" which seemed a bit severe.  We weren't can canceling, just wanted to make sure he felt comfortable. That should have been the sign for us not move forward. We called him to apologize for any misunderstanding and offered him a discount.  His response was "No!"  Then a few days later he called back and said he would do the work if we gave him more money off.  Trying to make him happy we agreed.  We sent our tech ***** out to do the work on the weekend, because he wanted it right away.  Once ***** finished, he went over the work with **************, he signed off on the work order that he was satisfied with the work and paid in full.  Then about 4-5 days later he called and complained about the price.  Said we were cheats and were taking advantage of him.  Mostly he complained about the price Then at the end said there issues.  We sent our QC Manager ***** out to take a look.  He has a unique style of tile that has these thin wavy lines.  She explained to him that it was the best it could look, but she would see if she could make things be better.  He told her to leave.  After much back and forth, we decided that we would just redo the whole job to try to appease him.  We sent another tech out and redid the work.  Our Service manager **** had to go back out to go over the work, before he would pay. He seemed satisfied and paid.  Now almost 2 months later he is saying things are still not correct.  Why would he have paid, especially since he canceled the first check.  If he was so unhappy again, why is this the 1st we are hearing of it?  He has complained about every person we have sent, 4 different people. He has been working on his bathroom himself, and who knows what he is doing.  We consider this job closed.  He has signed off on the work.  There is nothing else we can do.

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ************************