The Grout Medic of Monmouth County

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/or we can keep her as planned on Friday 1/The job is at minimum 90% completed and we are ready willing and able to take care of this without having Allan onsiteKindly advise as a refund is not owed for a job mostly completedThank you, [redacted] A [redacted] Office Manager The Grout Medic [redacted]

I made an appointment for an estimate for 4pmAt 4:40pm I left my house with no phone call from the company At 4:I got a phone call that he was at my house, informing me that the appt windows were between and which I was not told originallyI was then asked if I was going to be home tomorrow morning to which I replied that I had some doubts on the reliability of the company due to not being notified that they were running late, to which he replied "ok, a**hole" and hung up on me I would not recommend

Had a shower and a bath re-grouted/caulked. The bath was done well but somewhat sloppy on the re-caulk around the tub. The shower needed to have tiles and backing board replaced about 4 feet up on 3 sides. Amateur job. Backing board thinner than original so old tiles are 1/8" higher than new. Grout lines are thick and sloppy at the merge. All told, both bathrooms cost $2000. Would not recommend this outfit.

Had our kitchen, and powder room floors restored. We also had one of our showers re grout and caulk. All work looks great. Easy to get a free estimate and work was done in just one day.

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]

Review: The Grout Medic, Allan P[redacted], gave me an estimate to re-grout three bathrooms. I was very excited that my tired tile was going to "look like new"- a quote from Mr. P[redacted] I was very disappointed when I returned home to see that the tiles were not re-grouted but caulked with a thick white shiny material that literally ruined the look of my bathrooms. My master bedroom shower actually looked worse after the job was done. A beautiful new glass shower door was spattered with white caulk and the shower floor had different colors of caulk smeared on it. I was horrified and called the company. I have called multiple times but so far no one has fixed the problems. Mr P[redacted] told me last week that he had a family emergency but he would make sure the matter would be taken care of. I waited today for someone that was supposed to come but he was a no show. The company phone mailbox was filled so I could not talk to anyone.My family is arriving from the West Coast for the summer in two weeks and I absolutely need the bathrooms finished. I feel that I have been getting the "run around" from the Grout Medic.Desired Settlement: I want my bathrooms repaired as Mr. P[redacted] told me they would be done. If this does not happen, I want my money ($1515.23) refunded.

Business

Response:

We believe this complaint is unwarranted and unfair for The Grout Medic as this customer contacted our office prior to the Revdex.com of NJ. Our office, without hesitation, set a date and time for our Technician to return to the customers job site. The same day this complaint came in (June 17, 2015) is the day our Tech was at her home addressing any and all concerns she may have had. At this point we have a satisfied customer and would like to request this complaint be removed. Kindly advise should you need anything from our office to do so. Thank you, Noelle A[redacted] Office Manager The Grout Medic offic[redacted]

Review: This business grossly unrepresented the value and quality of their product, telling me it would last 30 years, among other things, and caused me to buy their product based on their false representations. They then came back to attempt to "fix" the problem multiple times, falsely representing this future work. On their final visit, the owner came to inspect the problem, was very unprofessional, telling me nothing could be done, which was false as I had another professional come in telling me there was a major issue. I have also sent you a letter outlining the details in this regard.Desired Settlement: refund me in full so I can get the job done correctly

Business

Response:

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]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the Grout Medic is insisting that this is a mold issue. It is NOT. It has been determined by a maintenance professional to be an issue of the grout coming out as I told him. Just by repeatedly stating that this is mold and is not covered by the contract is ridiculous. He is also not addressing the issue that before deciding to have the job done, I was told by The Grout Medic that the grout would last 30 years. He did not mention that he had to come back one week after the job was completed for repair and also on 4/25/15. Since his repairs do not last, I want to be reimbursed for a job "not well done".

Regards,

Business

Response:

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,

Review: contracted with the The Grout Medic to clean, recaulk my master shower and bathroom. The GroutMedic came to my home viewed the area where the work was to be done. [redacted] showed me the brochure of the before and after. [redacted] said my bathroom would like that. I agreed to have him do the work. The cost of the work was $686.74. The job was not completed as agreed. They silicon they used was the wrong color. The stains were not cleaned as I was told would be. When I complained, they sent back their "Trouble Shooter" technician- he said that there was nothing that could be done But he would re-caulk with new silicon of the right color. Not was that color off he put the silicon on top of the first silicon he used.

I complained again. I recieved a text stating that in the contract that certain stains are not cleanable and that the Grout Medic is not responsible for cleaning those stains. I would think that he would have told me from the beginning. When I complained again, [redacted] the owner came back to my house, showed me a color chart with silicon colors that had the right color. When asked why didn't they do that in the beginning, I got the "I don'y know answer. [redacted] said that if I buy the silicon he would install for free, but I had to buy the siliconDesired Settlement: I requested a 50% refund. I feel that is fair. They didn't do the job as they said they would. They did do some work though.

When requested the 50% refund they said no.

Business

Response:

To Whom it may concern:

Please see attached response and supporting documents from us at The Grout Medic of Monmouth Co.

Thank you,

Noelle ANtonio

Office Manager

The Grout Medic of Monmouth

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1) The acceptance agreement was signed pending wife's approval. Which is stated on the agreement.

Review: I hired the grout medic to remove and retile my bathroom! [redacted] assured me I would be very satisfied, After the tile was place and before grouting ,I explained my concern that the tile was crooked. [redacted] said ( on the phone without even looking at it) it would be fine once we grouted it, I said are you sure, he reasurred me again. The tile is crooked I have to have it redone and I would like my money back, I also have to buy new tile because I can't reuse the tile that I just purschased and to have this job done right will cost me an additional $2,500.00Desired Settlement: Refund me my money so I could have it redone plus the cost of the tile.

Business

Response:

Kindly see attached response. Feel free to call us directly with any further questions or concerns in this matter. Thank you, [redacted] Office Manager The Grout Medic [redacted]

Review: I hired the grout medic to clean mold,remove old grout/calking from my master bathroom. the owner allen gave me a price of $247.00 plus tax to do the job.on january 8th of this year allens employee cleaned the mold and removed the old grout/caulking. when he was preparing to regrout/recaulk he showed me that there was water in one of the joints where he removed the grout/caulk. he explained that he has only worked for allen for 6 months and was not sure if the water was from him cleaning or coming up from the shower floor. he said he was not comfortable completing the job. he called allen and explained it to him as well. they both decided that it would be best for the water to dry 1-2 weeks before they replace the grout/caulk. he told me to call the office to schedule an appointment.

I rescheduled my appt for 1/29/16. the morning of 1/22/16 I left a msg on the grout medic office line that I needed to cancel. allen returned my call the same day. he thought the job was done and said before he sends someone out he will need to inspect the job because his employee was at my home for over two hours and he was not sure what was or wasn't done. I told allen I was disappointed he starting yelling at me and would not allow me to talk. He said " this is crap and this is why he doesn't do small jobs. I continued to try to explain to him what was done and I just wanted the job completed and he continued to yell at me and hung up. I immediately called him back he continued to yell and hung up on me again. it was apparent he did not know what was done on the job and he was not interested in completed. nor would I feel comfortable having him or any of his employees in my home after being yelled at and disrespected on the phone for no reason.Desired Settlement: I would just like to be refunded and not contacted any further by the owner or any employees of grout medic.

Business

Response:

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, Noelle A[redacted] Office Manager The Grout Medic [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: The Grout Medic installed a new shower door on 1/14/2016 and it fell into the shower on my 6 year old son. The glass door cracked almost cutting my son and chipped my tub. After contacting Alan the owner I was sent an 800 number so I could contact the manufacturer. I told Alan that I didn't think the door was installed correctly and that I wanted a new unit installed as a new piece of glass will surely just fall into the shower again and we all may not be so lucky next time. I also mentioned that I was prettyoff as this was the third issue we had with their service in under a month. That was met with Alan hanging up on me. He later texted me and said that he lost his connection but he didn't call me back. At this point there has been nothing said about repairing the damage to my tub and I am now left with having to contact the manufacturer myself.Desired Settlement: I would like Alan to contact the manufacture, uninstall the unit that is there. Install a new unit and pay for the repairs to my tub. I do not think I should have to contact the manufacturer, install the replacement part into an incorrectly installed and defective unit and I would like them to pay for the damage to my tub to be repaired.

This was installed on 1/14/2016 the door fell off yesterday 2/10/2016. It hasn't even been a month.

Business

Response:

In response to the customer shower door issue. The Grout Medic installed a shower door on Jan 14, 2016 as per manufacture specifications. We received a telephone call stating the door had fallen. I spoke with [redacted] a repsentative at [redacted] for the shower doors including [redacted] has sold thousands of shower doors and her advice was to contact the [redacted] Corporation aka manufacturer to ensure the doors saftey. [redacted] will automatically process any issues such as saftey. We by no means are trying not to do the right thing for our customer. As per [redacted] the only way, with all the safety built into the [redacted] door, for it to fall would be to be pushed, climbed on or bumped improperly. The manufacture has a five star customer service record and they are the manufacture of the door. This is the proper proto call for any future safety issure and repairing the door. We at The Grout Medic stand behind all of our services and this is the proper protocol to contact the manufacture of the door for such an issue. Attached is our records of the make and model for this [redacted] door.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: While [redacted] does sell [redacted] doors they are not the manufacture. That being said. After having to call the manufacture MYSELF. I have been informed and educated that there are [redacted] Preferred installers. i.e. – Installers that [redacted] has trained to install their products so The Grout Medic or someone in the Bath department of [redacted] saying that this unit was installed correctly is the same as me saying that it wasn’t installed correctly. And for the record. NO ONE climbed or push against the door. This is just another example of The Grout Medics poor business practices and board line fraudulent deniability when something goes wrong. Also, Alan could have come to inspect the door and the damage to my tub but never made any effort to do so. In fact he didn’t even ask if my 6 year old son was OK after the door fell into the tub on him almost taking off one of his toes and having a piece of glass just missing his face. The Grout Medic is not on that list of Preferred Installers. So I will now have to have another company come to install the replacement unit set by [redacted]. As per [redacted] having outstanding customer service. This complaint is against The Grout Medic. NOT [redacted]. The manner in which The Grout Medic has handled this has been completely unacceptable. For instance I reached back out to The Grout Medic for the Model Number as this is required by [redacted] when calling into their Customer Service and I was told Alan would send that information a week ago. I would still be waiting for that information if it was not for a very patient [redacted] Customer Service Rep that helped me figure this out.This man is a scam artist and has made zero attempt to stand behind his work or to try and resolve this. As per usual with Alan it is all just lip service. For example, What [redacted] did he go into? Did he get their opinion in writing? If so where is the proof of that? More importantly why didn’t Alan from The Grout Medic call [redacted] instead of going to [redacted] Again, someone working in the Bath section of a [redacted] is not a licensed expert and any information they may offer is simply here say.No, I do not except this as an attempt to resolve this matter and for the record Alan. My son is OK. Thank you for NOT asking.

Regards,

Business

Response:

To be heard on our side here, we felt under attack by this customer as he was on the phone as well as by email with Allan and our office. Now that being said had he not been in such a combative uproar we would have sent Allan back to inspect the tub damage. With someone being aggressive by phone and email sending a rep was not a good position which is why a third party such as [redacted] was our best option. Still, we offer a full refund for the cost of the door as per the contract in the amount of $447.80. Should he need assitace in repairing the tub we will gladly send a tub refinisher to the home at no charge to the customer. Kindly contact N[redacted] At the office at [redacted] or by email at [redacted] for further assistance in setting up the tub refinishing company. By refunding for the shower door as well as sending a tub refinisher to repair the tub we are making it totally whole on any problems. Again we truly are glad no one was hurt in this situation. Thank you, Noelle A[redacted] Office Manager The Grout Medic of Monmouth

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is false. Alan hung up the phone on me. I had called Alan the night that this happened and then again the next morning. Please keep in mind that this shower door fell into the shower and very nearly injured my son and damaged my tub. Once Alan got on the phone he went directly to me calling the manufacture. He never for one moment suggested that he come out to look at the shower doors of the damage done to my tub. This is a completely false Statement by The Grout Medic. In addition to hanging up on my I have also called their office and none of my calls or voice mails have been returned. Again this is not a resolution. I reject this as a resolution as it appears that Alan and The Grout Medic would like to refund the amount they charged me for improperly installing the door and have left all of the administration, replacement parts and following action items on my shoulders without even as much as asking how my son is? Is he OK? Or without offering to pay for the damage to my tub. The Grout Medic has also wrongly falsified documents to [redacted] in an attempt to force receipt of payment. [redacted] is ow investigating that matter as well. No – I do NOT accept this as a resolution and The Grout Medic is no longer welcome in my home or on my property. If there are any questions about integrity here all one needs to do is Google Alan P[redacted] The Grout Medic. Not Resolved!

Regards,