The Grout Doctor Of Roanoke/Lynchburg

Customer Complaint, The Grout Doctor of Roanoke/Lynchburg – [redacted] The Grout Doctor of Roanoke/Lynchburg (and Richmond, incorporated as LAX Ventures, LLC) has operated in the Roanoke/Lynchburg area since August of We have operated in Richmond since The Grout Doctor is a franchise owned and operated by me, Andrew Blanton.The company has completed over successful jobs in the Roanoke area since opening in August of and has never received a “customer complaint” through the Revdex.com.Regarding # [redacted] – Our technician was called to the customer’s house by the customer on August 22, The customer stated she was “not happy with her floors” After inspection of the floors and the grout the customer wanted to be cleaned, the technician explained very clearly that her grout was old, with penetrated stains and that we would not guarantee removal of all stains – we never make that guarantee “The statement that “The Grout Doctor cannot guarantee the removal of stains” was clearly written on the estimate given to the customer The signed estimate is attached.The technician recommended “color sealing” her grout lines which would make the grout lines look uniform in a color of her choice and seal and protect them The customer replied that “let’s look at the floors after cleaning and if it needs color staining we will do it then.” This option was also quoted as a separate line item on the quote She also requested “grout repair” and this was separated on the quote as wellThe customer told the technician the night before she would not be home and that she would leave a check for $(the cost of the floor and grout cleaning service only) The technician arrived at 10:AM and cleaned the floors and grout per company protocol and industry standard Upon completion, the customer’s boyfriend reviewed the job and told the technician “the job looks good.” The technician received a check for $– the cost of the cleaning only The technician did not perform the grout repair on the estimate because the customer had written a check for the cleaning only The technician explained to the boyfriend that he would be happy to return and repair the grout but the color required to do this was not on the truck and the customer had only written a check for the grout/tile cleaning service.Thank you I can be reached at ###-###-####

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Customer Complaint, The Grout Doctor of Roanoke/Lynchburg – [redacted]The Grout Doctor of Roanoke/Lynchburg (and Richmond, incorporated as LAX Ventures, LLC) has operated in the Roanoke/Lynchburg area since August of 2016.  We have operated in Richmond since 2010.  The Grout Doctor is...

a franchise owned and operated by me, Andrew Blanton.The company has completed over 400 successful jobs in the Roanoke area since opening in August of 2016 and has never received a “customer complaint” through the Revdex.com.Regarding #[redacted] – Our technician was called to the customer’s house by the customer on  August 22, 2017.  The customer stated she was “not happy with her floors”.  After inspection of the floors and the grout the customer wanted to be cleaned, the technician explained very clearly that her grout was old, with penetrated stains and that we would not guarantee removal of all stains – we never make that guarantee.  “The statement that “The Grout Doctor cannot guarantee the removal of stains” was clearly written on the estimate given to the customer.  The signed estimate is attached.The technician recommended “color sealing” her grout lines which would make the grout lines look uniform in a color of her choice and seal and protect them.  The customer replied that “let’s look at the floors after cleaning and if it needs color staining we will do it then.”   This option was also quoted as a separate line item on the quote.  She also requested “grout repair” and this was separated on the quote as well. The customer told the technician the night before she would not be home and that she would leave a check for $289 (the cost of the floor and grout cleaning service only).  The technician arrived at 10:30 AM and cleaned the floors and grout per company protocol and industry standard.  Upon completion, the customer’s boyfriend reviewed the job and told the technician “the job looks good.”  The technician received a check for $289 – the cost of the cleaning only.  The technician did not perform the grout repair on the estimate because the customer had written a check for the cleaning only.  The technician explained to the boyfriend that he would be happy to return and repair the grout but the color required to do this was not on the truck and the customer had only written a check for the grout/tile cleaning service.Thank you.  I can be reached at ###-###-####.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]