Complaints

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• Initial Complaint

  Date:08/30/2022

  Type:Order 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.

  Date of transaction: May 20, 2022 Amount paid: The invoice was for $580.00, but I ultimately was not charged for service. Scope of work: The Grout Medic was supposed to do two things in my shower: 1. Replace a cracking grout joint between the bottom of the subway tile and the top of the bathtub on all three walls of the shower stall with caulk; and 2. Fill some fairly shallow voids in the grout joints on two of the three shower stall walls by fading new grout into the existing grout (per their proposal). Nature of dispute: The Grout Medic sent someone to complete the work who -- contrary to the job proposal -- proceed to remove almost all of the existing grout in two of the three shower stall walls, damaging the subway tile in at least a dozen places in the process. He also did a poor job filling the joints with new grout, making the grout lines "fat" and not uniform. I brought this to management's attention and they eventually sent someone else out to see what they could do to "fix" the bad grout work. Though the grout joints were kind of cleaned up, the second person did not address the chips and notches left in the subway tile by the first guy, because to do so would mean full tile replacement, which I was not willing to consent to with this company. Also, the second person somehow managed to make the chipped tile look even worse than the first guy left it in a pretty conspicuous place. When I contacted management to complain the next day, they referred me to a line in their agreement language that apparently absolves them of any responsibility for damage done to tile in the regrouting process, but it's my opinion that the damage they did to my shower tile is excessive and will likely cost me much more in labor cost to replace than the $580 they agreed to waive for their "service." I can provide a more detailed log of my experience with this company, photos, screen captures of text exchanges, and the original job proposal, if necessary.

  Business Response

  Date: 09/13/2022

  Our warranty specifically states that chips in the tile may occur when re-grouting is done. If the grout is difficult to remove chips can occur. If you notice in the pictures the tiles are not lined up or even with each other, which could cause the more chipping. We did not charge the customer, so not sure what else could be done. We work very hard to satisfy customers and hope customers read our warranty before scheduling service.

  Customer Answer

  Date: 09/13/2022

  I am rejecting this response because: The person the Grout Medic sent to perform the work clearly went outside the job scope by removing almost all of the grout in two of the shower stall walls. Here's the language, straight from their proposal, under `Regrout Partial': "Back wall- From window to corner of fixture wall down, fill in grout joints as needed and fade into existing! Fixture wall- From shower head down, fill grout joints, fading into existing!" Based on the language in the Grout Medic's proposal, I was led to believe that they'd be a little more surgical in their approach (after all, the grout did NOT need to be fully replaced), yet the person they sent to do the job took it upon himself to remove much more grout than was expected with much less care than I would have hoped for. This resulted in unnecessary damage to my shower that I believe goes beyond whatever incidental damage the company cites in its terms and conditions.
  
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