The Grout Guys

Currently [redacted] is in [redacted] due to some complications that arose from his back surgery on August 21st He has a severe infection This is his wife [redacted] We are not sure when he will be cleared to leave, he has been their for over a week now Looking at the datesit seems [redacted] spoke with him the day before his surgery Since the 21st I have been answering his calls and this Mr [redacted] has not call at all He might have sent an email, but I do not see one in his account, but I know 100% he hasn't called *** His surgery was done on August and he has been in and out of the hospital with complications He has been in for the last week with the doctors doing cultures to find what bacteria is causing these infections We are hoping that [redacted] will be returning home sometime next week, but he still will not be able to walk and be heavily medicated I know he usually responds quickly and is always concerned about his service and his customers, I would imagine he should be able to respond himself in a few weeks

Revdex.com:The man said he would caulk over the old caulkI did not think this was an acceptable solutionIf he had said he would remove the bad caulk and re-caulk the tub, I would have scheduled an appointment with him.A good caulk job lasts longer than a yearThe caulk was crumbling and this had nothing to do with my house settling I have reviewed the 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

Revdex.com: I have reviewed the offer and/or response 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 The product and service was inadequateI asked for the bathroom to be steam cleaned, the guy showed up with a bucket and a scrubbing brush; No color chart was left st my house, I chose warm grey for the entire job, the grout and stain did not match, the shower grout was not stained , the grout was not cleaned, the tiles were not caulked around the floorNothing in the job was correctInstead of listening to the customer, the owner talked over the top of me, was very condescending and offensiveThere is a similar hostile tone in his response to our complaint when he references We do not wish to have anymore contact with this companyWe will have to find a more trustworthy company to do the work on the bathroomWe hope the Revdex.com will document our concerns and make other potential customers aware of the risk involved if they chose this companyPeople see Revdex.com symbol and think the company is safeNot the case in our situation.sincerely, [redacted] ***

As stated my service manager [redacted] went to this customers house on Sept to preform the work that was needed He was asked to come back on Oct to work on the second shower that was quoted on the estimate When he arrived on Oct 1, the customer notified him that they didn't want the second shower done, but did have some concerns about the original shower The clear caulk that was placed on the inside of the shower frame, didn't turn completely clear All clear caulk goes on white and then turns clear, unless it draws moisture This is a very common place for that to happen The shower frame on the bottom can sometimes hold a good amount of moisture inside of it [redacted] removed all the caulk from that area and then reapplied a new bead At this point no one told [redacted] that they were unhappy with cleanliness of the grout Matter of fact of all the communication we have had, that has never been mentioned If [redacted] was told, he would have gone over any areas again Grout can be clean, but still discolored if it is not properly sealed every years like its supposed to I explained this during the estimate I do not give any promises If the grout is still discolored, after our cleaning then the only other option it to regrout.I know that between the time of Sept and Oct [redacted] had a few phone calls with [redacted] There was nothing wrong with the workmanship, the issue they are having is the clear caulk at the shower frame We cannot control moisture issues That has to do with the shower frame itself We did nothing wrong, but the customer is trying to blame us for something we cannot control.Yes they did get a voicemail, since I have been in and out of the hospital and recently spent days straight I was released yesterday afternoon So I was unable to go take a look at the work myself My wife Amy has been listening to our messages and letting our techs know if they need to contact somebody since I was unable too.They left messages on Friday Oct 9th Then sent a text message that evening My wife checked the message while in the hospital with me that evening and responded that evening back to [redacted] explaining the situation and that she would have someone contact her I have included those texts with this Then on Saturday Oct 10th Amy texted the husband to make him aware as well Then on Sunday Oct our Service Manager [redacted] called the husband and spoke with him and he told [redacted] that we didn't want us to come out.I know that the customer says they waited a week before using the shower, but I don't think that they understand the issue Its not about how long after with moisture, it has to do when the caulk is laid If there is any moisture under that shower frame, the caulk will absorb it and it will not cure properly I can clearly see that is the issue with the picture they sent meAlso the $amount also include a $charge for caulking their Kitchen Countertop, that they do not mention they have any issues with He keeps mentioning damage, but there is no damage there, they have caulk that absorbed moisture, didn't cure properly because of that and now is not adhering properly.I am sorry that they are having this issue, but it is not due to us or our workmanship We have made multiple attempts to help them and have even tried to go back again, but was asked not Because of the overall situation of them not being able to reach me and I was unavailable to come look myself, I would be willing to send them $for their hardship, even though it has nothing to do with our workmanship

Review: I have a signed agreement along with authorization to [redacted] by credit card. We have made numerous calls, emails, and text to try and resolve our collection issue. Each time someone answers the phone give the name '[redacted]" and immediately hangs up. We are looking to collect on our invoice number [redacted] in the amount of $83.05 for work performed on weekending 6/8/2014. My corporate office needs to speak with [redacted] to gather the Credit Card information and [redacted].Desired Settlement: I would like to be contacted and the mater resolved as per our signed agreement