Security Finance Corporation

Again in response to this customers complaint, please understand that a copy of our warranty is on the reverse of our estimate paper. Our warranty clearly describes coverage, please see again attached. Like we've said this warranty is left with each and every customer at the time of estimate. This customer has signed of accepting both the scope of work along with our warranty for the work when setting the work. She has inspected the completed work and agreed and signed our certificate of completion stating that she found our work in a satisfactory workman like manner.  She is asking for service or money for a job that is clearly our of warranty, as this is from over a year ago.  We do not warranty for 30 years, I am not sure anything/services in this world are warrantied for 30 years?! There is no refund for this job completed over a year ago. Kindly advise how to close this matter. Thank you,

In response to this customers request... We did work per the contract attached and the customer asked to do the two additional floor areas in the bathroom, upon completion the customer signed off that the contracted work in the shower along with the two additional floor areas that were completed to...

her satisfaction. Prior to the Tech doing the additional work customer and Tech agreed to the price of $250 for the two areas which are on the floor outside of the shower in the bathroom along with the shower floor inside the shower. Unfortunately, after the work was completed the customer called to advise she was not happy with work done on the floor inside the shower. In our attempt to satisfy our customer, we issued a full refund for the shower floor area. The $250 additional cost is for the 2 floors at $125 each, therefore the refund has been issued in full and customer has that in hand with this same explanation that was included.  Best regards, Noelle A[redacted] The Grout Medic of Monmouth [redacted]

Complaint: [redacted]
I am rejecting this response because: Really! Grout Medic?  OK please show me on the receipt you attached where it states I requested & paid for 2 floors? Please see my attached "Original" receipt showing Chris [redacted]) writing & signing I paid for FLOOR! Why would I call your company 8x & leave messages for the balance of the refund if I knowingly requested to have my Bathroom & Shower FLOOR color sealed? I didn't want to look a gift horse in the mouth, but see attached pix of the Bathroom floor that is also peeling & flaking being that I paid for them separately, I want my money back for the BATHROOM FLOOR. It's so sad that your company is lying to the Revdex.com over $125! I guess this is the type of business you would like to be known as? The law of Karma, the law states that nothing happens by chance or outside the universal law. Every action has a reaction or consequence and "we reap what we have sown". What goes around comes around!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did not say the job looked "great".  We wouldn't be in this situation if that were the case.  You did NOT install the green board, my husband did! So in addition to misleading me about the color of the tile to be installed, I was mislead about the charges and paid your company for work that my husband did.  That's outrageous.  Here are additional photos of the job: [redacted]There is also a thick layer of thin-set remaining on the adjacent wall.  There are drippings on my marble shower trim (see photos). Caulking was NOT done around the majority of the tile perimeter and the caulk that was done was sloppy (see photos).  I was willing to overlook these issues because they significantly pale in comparison to the fact that I have two different tile colors in my bathroom!The shower doors are NOT going to hide the contrast as the mismatched tiles extend beyond where the glass ends.  To illustrate my point about the wide availability of my bathroom tile, I have attached a photo of one that I picked up at [redacted]'s for 16 cents.  Again, if Allen hadn't mislead me, I would have gladly picked the tiles up myself!  I did not expect you to have literally the exact brand/product that was installed in my shower 20 years ago, but I did expect it to be the correct COLOR and no I was NOT shown the tile prior to the install.  I was working from home at the time of install and not paying attention to the job because, again, I trusted that things would go well.  Regarding me paying for the work-I was alone in my home with two men I did not know, of course I was not going to refuse to pay them and risk some kind of confrontation!Regarding you striving for the best possible customer service-the misleading me about having the right tile for the job, lying about installing greenboard and caulking properly, leaving a mess, and worst of all Allen cursing me out and hanging up on me and then refusing to answer subsequent calls/voicemails is literally the worst customer service experience I've ever known.  I trusted you and I really wanted to work with your company directly to have the work revised.  Despite the unsightly job I had faith that your company had the integrity and pride to make it right.  Would you show off the attached photos on your website to show off?  I highly doubt it.  I'm sorely disappointed that it had to come to this!  I expect a resolution.

Complaint: [redacted]
I am rejecting this response because: Owner Allan P[redacted] would not even look at what I was pointing out to him, he said everything was fine according to his own opinion. I did not get a discount, flyer stated price as such for the job. I did pay and suggested I may dispute payment with credit card company because he would not hear what I was unhappy about the job. He told me grout sealant was to be clear and it was colored. Some grout areas were not even covered by sealant, I tried to point it out and he would not hear of it. He blanketly said it was industry standard without regard to what I wanted to inquire about or to take a closer look. I signed the form thinking the tile grout will dry and go back to original lighter color, also worker said please form so he can get paid and he wanted to leave.
Regards,
[redacted]

I believe this complaint / phone call is taken out of context as we have always offered to go back to her shower.  [redacted] did call to change her scheduled date, we will gladly move her to her newly requested date of tomorrow, Tuesday 1/26 or we can keep her as planned on Friday 1/29. The job...

is at minimum 90% completed and we are ready willing and able to take care of this without having Allan onsite. Kindly advise as a refund is not owed for a job mostly completed. Thank you, [redacted] A[redacted] Office Manager The Grout Medic [redacted]

To Whom it may concern; In response to [redacted] complaint. We estimated the work with the customer on September 15, 2017 and we scheduled the work with [redacted] for September 19, 2017.  We completed the work per our contract ( please see attached) in the Master Bathroom - we cleaned the...

grout and removed caulking then replaced with new caulking. The cost of $267.50 including sales tax. When the job was completed by our Tech on the 19th, [redacted] paid for the work and then signed our Certificate of Completion (also attached) stating she has inspected the work done and finds it to have been completed as described per our work order in a satisfactory and workmanlike manner.  Please understand,  The customer did received a discount at the time of the estimate as we try to help each customer and provide our best customer service. When [redacted] called late after work hours we did take the call. We listened to [redacted] and set a time to go back the next day to inspect the work completed. On September 20 the day after we completed our work Allan saw that the job was done to good industry standard. When he told this to [redacted] she did not want to hear it as she did not want to pay for the services already completed. Had there been an issue with our work we would have gladly taken care of it at the inspection appointment the day after we did the work when Allan was back onsite.  This customer is not owed any further work nor is she owed any more back on a job well done. Kindly advise of anything further to close this case. Sincerely,Noelle A[redacted]

Enclosed please find our WRITTEN PROMISE from our onsite estimate with [redacted] on March 9, 2017. Our contract clearly states that the Owner is to install  concrete backer / greenboard and then for The Grout Medic of Monmouth to install almond 4x4 tiles. [redacted] was given a copy of this written promise, she then scheduled the work according to that promise to be performed on March 28, 2017. My technicians completed the work per the enclosed written promise and the customer was on site during the work. At the completion my tech showed [redacted] the work, she then paid in full by credit card and signed off on our credit card slip along with our Certificate of Completion. Our Certification of Completion form, also enclosed, says that the customer ( [redacted]) has inspected the work done by The Grout Medic of Monmouth  on site and that it is completed in a satisfactory and workmanlike manner; acceptance of all work performed per the attached contract. [redacted] is now asking for The Grout Medic to remove the tiles we put up per her initial March 9th request and turn around to install different tiles. This is an unfair request for a job completed and well done. We are a small family owned business and we strive to give our customers the best service by making customers aware of the steps for their project before, during and after. The Grout Medic of Monmouth has fulfilled our obligation to this customer. Best regards, Noelle AThe Grout Medic of Monmouth [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

In response to [redacted] complaint. On Aug 1, 2014 The Grout Medic met with [redacted] for an onsite evaluation. She then contracted us to do the work on Aug 6, 2014 per the attached written promise. She then inspected our work and found it to be completed in a satisfactory and workman like...

manner and paid for the services, also attached is our Certificate of Completion). This month we received a letter from [redacted] to which we responded with the attached letter (it is a response for her letter given on a separate complaint!). She now has two complaints with the Revdex.com of NJ against us. We have worked for this customer over a year ago.  We do not Warranty mold as it is a cleaning issue per the terms and conditions listed on the paperwork with our written promise which she received at our initial estimate in 2014. Kindly see the two sections pertaining to this work:  IT IS IMPOSSIBLE FOR THE GROUT MEDIC TO KNOW WHAT TREATMENT(S) WILL BE USED ON THE GROUT AND TILE AFTER, THE GROUT MEDIC HAS COMPLETED THE WORK. THEREFORE, NO LIMITED WARRANTY IS VALID WHICH IS DUE TO, RESULTS FROM OR IS CAUSED BY ABUSE, DAMAGE, LACK OF NORMAL MAINTENANCE OR NEGLIGENCE OF THE CUSTOMER. FUNGUS,MILDEW, OR DISCOLORATION OF GROUT OR CAULKING: THE CAUSE AND THE ORIGIN OF MOST FUNGUS, MILDEW, DISCOLORATION OF GROUT AND CAULKING IS CAUSED BY MOISTURE BEHIND AND / OR UNDER THE STRUCTURE OF THE TILE INSTALLATION. IF FUNGUS AND / OR MILDEW IS PRESENT WHEN THE GROUT MEDIC BEGINS THE WORK, THE TECHNICIAN WILL REMOVE IT FROM THE GROUT. THE TECHNICIAN MAY, IN THE PROCESS OF RE-GROUTING OR RE-CAULKING, STOP THE SOURCE OF THE MOISTURE. HOWEVER, IT IS NOT THE FUNCTION OF THE GROUT MEDIC TECHNICIAN TO SEEK OUR AND REPAIR LEAKS OR REPAIR THE SUBSURFACE. THE GROUT MEDIC DOES NOT GUARANTEE TO STOP FUNGUS, MILDEW OR DISCOLORATION FROM MOISTURE. IF THE MOISTURE CONTINUES, THE GROUT AND / OR CAULK WILL AGAIN POSSES FUNGUS, MILDEW OR BECOME DISCOLORED. THE LENGTH OF TIME THIS WILL TAKE TO RE-OCCUR DEPENDS ON HOW MUCH MOISTURE IS PRESENT UNDER THE SUBSURFACE. Kindly, also see this has been accepted by the customer when she signed off on the Terms and Conditions on her Written Promise (attached) on August 1, 2014. This customer has no right to complain two times for a non warranty and possible cleaning issue.  We have no reason to refund money for a job well done. Kindly reach out to our office with anything further in this matter. Thank you, Noelle A[redacted] Office Manager The Grout Medic of Monmouth[redacted]