Generations Tile and Stone Inc

Tile installed in shower and bathroom floor 7-2013. Has 5 yr. warranty. Cracks in grout within 3 months of installation and still not repaired. Paid by check for installation of tile in shower and bathroom floor 7-16-2013. This has a five year warranty. In October 2013 [redacted], the person who installed the tile, came to reinstall a handrail in the shower. He saw the cracks and said that it shouldn't have happened and that he would repair them. After not hearing from him for several months-we called to remind them several times that winter of 2014. My husband always spoke with [redacted], or left a message on the business phone. We get the same answer every time. [redacted] would "repair it when he had a job in the area." Also [redacted] always talks about how "busy" they are. [redacted] did stop one time unannounced in March of 2014 to repair the grout. We had out of town company and we told him that it wasn't a convenient time, and to please call before coming. He was cordial and said OK. My husband called at least 3 times in January and February of 2015 because the grout was yet to be repaired. We have contacted them at least 8-10 times.On Wednesday, 2-24-16 I called and spoke with his wife [redacted] and told her that over 2 years was too long to wait for the grout to be repaired. I told her this demonstrated poor customer service. She has never apologized and just stated that it was "too bad that [redacted] couldn't have repaired it the one time he stopped before." I told her that I needed to have a date and time that the repairs would be done. I asked several times and she would not give me a date. I asked her if I would need to take some kind of further action. She stammered no. I then told her that I would give her 2-3 days to call and give me a time for the repair work. She said OK. She never called. I called her on Monday, 2-29-16 and left a message that her 3 days was up and that if I did not hear from her by noon on Tuesday, 3-1, that I would contact the Revdex.com. She called on Tues. at 12:07. She said they had been to Charleston Friday through Monday and she was "catching up." She said that the color of grout wasn't on the invoice and had [redacted] left any at our house. I told her I didn't think so, but my husband did look for 45 mins. to make sure. I called her back in about an hour and told her that we didn't have any. She said she would have to come by to see what color grout was used. She stammered about when she would get by. First it was that day, then maybe the next. She finally said that she would call in the morning to let me know when she would come by that Wednesday, 3-2. She again talked about her busy schedule, soccer practice, children, etc. I asked her twice to make sure that I understood her correctly. She never called Wednesday. The next time we heard from her was Friday, 3-4-16 when she called and told my husband that she would be by that day shortly after noon to check the color and that [redacted] would then be by later to repair the grout. No one ever came or called. We have not heard from them since. I have never seen such lack professionalism in my life. We feel insulted. We paid the day the work was completed and feel that since they have the money that they feel no compulsion to honor the warranty. We have communicated with them over the years at least a dozen times. If they are too busy too run the company properly, then maybe they should look at another job.Desired SettlementWe just want the service promised and that we have paid for. The grout should have already been repaired. We have been more than patient, but our patience has run out. We are also owed an apology.