Pro Grout

2/14-First met with [redacted] about replacing grout in our Master Shower [redacted] said all the grout does not need to be replaced-only cleaned and replace two tiles that are brokenReplace grout around shower seatQuote $I was happy with this information and we scheduled to have work done 3/I understood that [redacted] would send [redacted] to do the work3/9- [redacted] arrived on timeAfter hours of work, he called me to the bathroom to tell me that he had chipped one of my tilesWe have large profile tiles 36” x 12”, and a chunk was missing out of the top of one tile(Tile is discontinued and unavailable.) I was sickI told him that he cannot continue if damage to tile is imminentHe promised to be careful and there would be no more damage The work took longer than expected, so before he was done I had to run an errandI wrote a check and gave it to himWhen I returned an hour later, I saw that he used bright white grout, with a thick grout line (3x thicker than existing)The rest of the grout is cream color and very, very thinIt did not match and stuck out like a sore thumb3/9-Contacted [redacted] that same afternoon asking him to look at the grout color and line thicknessHe told me via text message that “new grout is always lighter than old grout b/c the old grout is stained.” OK, but you told me my grout was going to be cleanedClearly, [redacted] did not want to deal with this problem, but after numerous text messages, he finally called me the next afternoon and agreed to meet to look at the mismatched grout3/15-Thein arrived to look at the groutHe admitted that he talked to ***, who said the grout looked ‘mismatched.’ I asked why my grout was “stained” and couldn’t be matched if it had been cleaned [redacted] then admitted that he hadn’t told [redacted] to clean the grout!!! WHAT? OK, so now we need to replace the stark white grout AND clean the rest of the groutThe re-work was set up to happen on Saturday 3/ [redacted] would come and clean the grout and [redacted] would replace and match the stark white grout( [redacted] actually wanted to send [redacted] back but I refusedI told [redacted] that I wanted him to do it.) (3/17)- [redacted] arrived to clean the grout Within minutes he told me the grout was stained and could not be cleaned—it needs to be replaced!! WHAT?? I asked what’s involved in replacing the grout—specifically, was there any chance my tile could be further damaged [redacted] arrived at that point and we discussed that I was just told that my grout cannot be cleaned-must be replacedI repeated the question about the possibility of additional damage to my tileBoth [redacted] and [redacted] strongly claimed NO CHANCE OF DAMAGE in removing/ replacing groutSince my tile is discontinued-potential damage was my primary concern and factored heavily into my decisionBecause of the lack of consistent information from [redacted] in the past, I wanted to be completely clear, so I asked this same question about damage more timesEach time I was assured, “Don’t worry, NO CHANCE OF DAMAGE!” My husband was present and heard the entire conversationIf there would be no damage, we would consent to having the grout replacedWe were quoted an additional $(We already paid $600)3/– [redacted] arrived on timeStarted working immediately Within min, he called me to the bathroom and started to ‘walk back’ the promise of no damage to tile made the day prior“Sometimes just a ‘little’ chip happen.” Then showed me a large chip in the tile and claimed it was previously thereHe had even taken a picture of it on his phone! I came unglued and told him it WAS NOT there previously–and there can’t be any damage—The tile is d/continuedI sat down on the toilet and watched every move he made for the next three hoursFour more chips occurredBottom line-Chips CAN happen- [redacted] and [redacted] knew this, but lied repeatedlyAs a customer who is relying on a business owner for advice, I need and expect forthright advice [redacted] knew potential damage to my tile was my primary concern and would factor heavily into my decisionYet, his consistent answer to my question about potential damage was “Don’t worry, NO CHANCE OF DAMAGE!” As I found out, there is a BIG CHANCE OF TILE DAMAGE while removing grout (See pics) [redacted] absolutely KNEW this—but chose to be dishonest to create a sale, without regard for his customer’s wishes or best interestIn discussions with [redacted] at each stage of this process, his first mode of response was to project “blame” on meEach attempt was falseBut here’s the real problem—and what I’ve learned—ProGrout has no paperwork [redacted] does NOT write down notesHe has no literature or contractsHis promises, price quotes, work descriptions are all verbalHe wants checks made out to him personally—not to his businessReputable professionals DO NOT do business this way

2/14-First met with *** about replacing grout in our Master Shower*** said all the grout does not need to be replaced-only cleaned and replace two tiles that are brokenReplace grout around shower seatQuote $I was happy with this information and we scheduled to have work done 3/I understood that *** would send *** to do the work3/9-*** arrived on timeAfter hours of work, he called me to the bathroom to tell me that he had chipped one of my tilesWe have large profile tiles 36” x 12”, and a chunk was missing out of the top of one tile(Tile is discontinued and unavailable.) I was sickI told him that he cannot continue if damage to tile is imminentHe promised to be careful and there would be no more damage
The work took longer than expected, so before he was done I had to run an errandI wrote a check and gave it to himWhen I returned an hour later, I saw that he used bright white grout, with a thick grout line (3x thicker than existing)The rest of the grout is cream color and very, very thinIt did not match and stuck out like a sore thumb3/9-Contacted *** that same afternoon asking him to look at the grout color and line thicknessHe told me via text message that “new grout is always lighter than old grout b/c the old grout is stained.” OK, but you told me my grout was going to be cleanedClearly, *** did not want to deal with this problem, but after numerous text messages, he finally called me the next afternoon and agreed to meet to look at the mismatched grout3/15-Thein arrived to look at the groutHe admitted that he talked to ***, who said the grout looked ‘mismatched.’ I asked why my grout was “stained” and couldn’t be matched if it had been cleaned*** then admitted that he hadn’t told *** to clean the grout!!! WHAT? OK, so now we need to replace the stark white grout AND clean the rest of the groutThe re-work was set up to happen on Saturday 3/ *** would come and clean the grout and *** would replace and match the stark white grout(*** actually wanted to send *** back but I refusedI told *** that I wanted him to do it.)
(3/17)-*** arrived to clean the grout Within minutes he told me the grout was stained and could not be cleaned—it needs to be replaced!! WHAT?? I asked what’s involved in replacing the grout—specifically, was there any chance my tile could be further damaged*** arrived at that point and we discussed that I was just told that my grout cannot be cleaned-must be replacedI repeated the question about the possibility of additional damage to my tileBoth *** and *** strongly claimed NO CHANCE OF DAMAGE in removing/ replacing groutSince my tile is discontinued-potential damage was my primary concern and factored heavily into my decisionBecause of the lack of consistent information from *** in the past, I wanted to be completely clear, so I asked this same question about damage more timesEach time I was assured, “Don’t worry, NO CHANCE OF DAMAGE!” My husband was present and heard the entire conversationIf there would be no damage, we would consent to having the grout replacedWe were quoted an additional $(We already paid $600)3/– *** arrived on timeStarted working immediately Within min, he called me to the bathroom and started to ‘walk back’ the promise of no damage to tile made the day prior“Sometimes just a ‘little’ chip happen.” Then showed me a large chip in the tile and claimed it was previously thereHe had even taken a picture of it on his phone! I came unglued and told him it WAS NOT there previously–and there can’t be any damage—The tile is d/continuedI sat down on the toilet and watched every move he made for the next three hoursFour more chips occurredBottom line-Chips CAN happen-*** and *** knew this, but lied repeatedlyAs a customer who is relying on a business owner for advice, I need and expect forthright advice*** knew potential damage to my tile was my primary concern and would factor heavily into my decisionYet, his consistent answer to my question about potential damage was “Don’t worry, NO CHANCE OF DAMAGE!” As I found out, there is a BIG CHANCE OF TILE DAMAGE while removing grout (See pics)*** absolutely KNEW this—but chose to be dishonest to create a sale, without regard for his customer’s wishes or best interestIn discussions with *** at each stage of this process, his first mode of response was to project “blame” on meEach attempt was falseBut here’s the real problem—and what I’ve learned—ProGrout has no paperwork*** does NOT write down notesHe has no literature or contractsHis promises, price quotes, work descriptions are all verbalHe wants checks made out to him personally—not to his businessReputable professionals DO NOT do business this way