The Grout Medic of Sacramento

I am rejecting this response because: Once again they deny any problem with their workUnfortunately, I did not record any names or photos of the workersI thought the young man they sent the first time told me that he went to college and was only working part timeThe angry man they sent later who was the most experienced told me that I didn't know what I was talking about and got what I paid for and any further work will cost much moreBottom line is that I was not happy at all with the job that they didI don't believe this company deserves A+ rating from Revdex.com or similar agencies

I did not respond to this because it was being addressed The customer told me last week he was trying to remove his review, but could not find his review to delete Can you please contact the customer so he can delete the review Thank you

The Grout Medic has an Office Manager that fields all calls everyday She also logs all conversations with customers in the computer file for each customer We saw [redacted] on April 29th at 10am for his $service He was happy when we finished and paid the $ [redacted] called the office and requested a return visit the week of May 5th We arrived on May 9th at 2:30pm to touch up a few lines of color seal on the floor (if I remember correctly).Then about a year later, the week of March 23rd 2015, [redacted] called the office and requested a return visit [redacted] stated in the computer notes that the grout around the inside of the sink was coming out We arrived that week, March 26, at 1:30pm to provide touch up service [redacted] called in the week of March 30, and requested a tech look at his shower to see "what it would take to fix up my shower" Our technician arrived Thursday April 2, at 12noon.Any call into the Grout Medic office gets answered by the Office Manager If she is on the phone, a call is placed the moment she is available All emails and text messages are reviewed and followed up on[redacted] has not called the office since our last visit close to a year ago We are easy to find, we are in the same location for the last years, same numbers, same emails Obviously we responded very quickly to any of ***'s calls There's no reason we would have stopped If he would have called for a visit we would have arrived It seems odd that if he didn't like the service that day or over the next year, he would have called right away to have it addressed He never once mentioned that the service was unacceptable and that he wanted a refund Almost two years later, I guess he does?When he did call, a year later, we did come out to see him, twice

Revdex.com:
I have reviewed the response made by the business in reference to my concernThe owner of Grout Medic sent a new representative to our house to work on the floorWe were satisfied with the service he performed

I am rejecting this response because: Shortly after my initial complaints, The Grout Medic sent their most experienced technician to examine their work. He all but called me an it who expects more than I paid for.As I recall, I called Ron the boss to ask for a refund. They then sent a young like a part-time college student to address the problem. He did some touch-ups in the kitchen, another older fellow did some restaining in the shower. I finally gave up trying to get results from The Grout Medic and stopped calling them. I then hired another company called [redacted] and paid $400 to finish the job in our shower to my satisfaction. I hired the same guy from [redacted] recently to restain the kitchen grout. I have been happy with [redacted] from [redacted] both times and have given him excellent reviews. Thank you.

I am rejecting this response because: Once again they deny any problem with their work. Unfortunately, I did not record any names or photos of the workers. I thought the young man they sent the first time told me that he went to college and was only working part time. The angry man they sent later who was the most experienced told me that I didn't know what I was talking about and got what I paid for and any further work will cost much more. Bottom line is that I was not happy at all with the job that they did. I don't believe this company deserves A+ rating from Revdex.com or similar agencies.

The work was completed very soon after my complaint was filed. Thank you for the help.

This is a reply to the customer’s most recent response..As detailed in the first response, we sent out a technician to review any issues.  No one inferred that the customer was an it or wanted something to nothing.  That’s completely false.  We also have no “young part-time college students" as technicians.  Please refer to the first reply for details of the service.

The Grout Medic has an Office Manager that fields all calls everyday.  She also logs all conversations with customers in the computer file for each customer.  We saw [redacted] on April 29th at 10am for his $609 service.  He was happy when we finished and paid the $609.  [redacted] called...

the office and requested a return visit the week of May 5th.  We arrived on May 9th at 2:30pm to touch up a few lines of color seal on the floor (if I remember correctly).Then about a year later, the week of March 23rd 2015, [redacted] called the office and requested a return visit.  [redacted] stated in the computer notes that the grout around the inside of the sink was coming out.  We arrived that week, March 26, 2015 at 1:30pm to provide touch up service.  [redacted] called in the week of March 30, 2015 and requested a tech look at his shower to see "what it would take to fix up my shower".  Our technician arrived Thursday April 2, 2015 at 12noon.Any call into the Grout Medic office gets answered by the Office Manager.  If she is on the phone, a call is placed the moment she is available.  All emails and text messages are reviewed and followed up on.[redacted] has not called the office since our last visit close to a year ago.  We are easy to find, we are in the same location for the last 12 years, same numbers, same emails.  Obviously we responded very quickly to any of [redacted]'s calls.  There's no reason we would have stopped.  If he would have called for a visit we would have arrived.  It seems odd that if he didn't like the service that day or over the next year, he would have called right away to have it addressed.  He never once mentioned that the service was unacceptable and that he wanted a refund.  Almost two years later, I guess he does?When he did call, a year later, we did come out to see him, twice.

I did not respond to this because it was being addressed.  The customer told me last week he was trying to remove his review, but could not find his review to delete.  Can you please contact the customer so he can delete the review.  Thank you.

Review: Grout not properly prepped and new grout is falling out. Grout in shower, a gap was left and water leaked out into wall and door frame causing mold.

I hired Grout Medic in June of 2010 to replace grout on corner of tub and half of shower. I was pleased at first but then grout was falling out in chunks. I called and they came back out. I was noticing that the existing grout was not being prepped. Meaning, the old grout must be removed before apply new grout. This is why the new grout did not adhere. I asked the worker about the gaps in the shower, his response was that it needed to breathe. This is when the leaking of water into the wall began. I have tried numerous times calling them along with e-mails. I pretty much gave up on the idea that anyone would ever respond about a year ago. I think about this issue daily, because I see it daily. It only dawned on me this morning to inquire about Revdex.com. I also wrote a review on their website. I still have not been given a response.

I would like to just get the problem fixed. It has been leaking. You can see the would now swelling around the tub are that they applied grout.

Desired Settlement: I would like total refund of work done to my shower and tub area so that I may hire a reputable company that's knows how to prep existing grout and to apply new grout.

Business

Response:

Initial Business Response

We were made aware of the customer's complaint and have called them direct today - Nov 26th. The customer said she would call us back. We did work for here on May 5, June 8th and again Nov 11 of 2010. We are awaiting her reply to our request

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

They did call. However it was the day before Thanksgivibg and were leaving for family. I was unable to talk to them at the time. I did return the call and left message for them to call me on the Friday after Thanksguving. It is Sunday and I'm still waiting for then to contact me.

Business Response

An update after seeing the shower in question. The shower pan has weep holes that are supposed to be kept clear or caulking. The customer thought we did not caulk them and it caused it to leak outside her shower. Obviously that is not the case and she acknowledged that. Also the shower that we did in 2010 was full of soap sm and mildew from lack of maintenance.

Also on top of the tub tile where she said we did not remove the grout and it was cracking - that area had loose tiles causing the grout to crack.

So even though the work performed in 2010 was fine (not maintained) we told her we would spruce up the shower since we were there already.

We decided to scrap off all the soap sm off her tiles, clean a section of grout on the walls, regrout a 1/4 wall of the shower, recaulk the entire shower and scrub her shower pan along with replacing two loose tiles and grouted the top of her tub again!

We strongly encouraged the customer to SQUEEGEE and WIPE DOWN THE SHOWER after every use to avoid soap sm build up, mildew forming and prolong the life of the shower.

We did not charge her for this because she had used us two other times in the past and we honor all repeat customers. The customer ended up getting more work than the original (cleaning, spot grouting and recaulking).

Review: I used these folks about a year ago to rejuvenate the grout in my shower and kitchen. I paid them a good bit of money to do the job. After a number of calls to their manager and owner, they sent a couple of men who did some touch-ups, but I was never happy with the results. I finally hired someone else who fixed the problems to my satisfaction. For a while, I thought that they have gone out of business, but not so. They still advertise on STYLE magazine with A+ ratings from Revdex.com!Desired Settlement: The Grout Medic should refund me $400 for my cost to finish the job they should have completed to my satisfaction in the first place.

Business

Response:

The Grout Medic has an Office Manager that fields all calls everyday. She also logs all conversations with customers in the computer file for each customer. We saw [redacted] on April 29th at 10am for his $609 service. He was happy when we finished and paid the $609. [redacted] called the office and requested a return visit the week of May 5th. We arrived on May 9th at 2:30pm to touch up a few lines of color seal on the floor (if I remember correctly).Then about a year later, the week of March 23rd 2015, [redacted] called the office and requested a return visit. [redacted] stated in the computer notes that the grout around the inside of the sink was coming out. We arrived that week, March 26, 2015 at 1:30pm to provide touch up service. [redacted] called in the week of March 30, 2015 and requested a tech look at his shower to see "what it would take to fix up my shower". Our technician arrived Thursday April 2, 2015 at 12noon.Any call into the Grout Medic office gets answered by the Office Manager. If she is on the phone, a call is placed the moment she is available. All emails and text messages are reviewed and followed up on.[redacted] has not called the office since our last visit close to a year ago. We are easy to find, we are in the same location for the last 12 years, same numbers, same emails. Obviously we responded very quickly to any of [redacted]'s calls. There's no reason we would have stopped. If he would have called for a visit we would have arrived. It seems odd that if he didn't like the service that day or over the next year, he would have called right away to have it addressed. He never once mentioned that the service was unacceptable and that he wanted a refund. Almost two years later, I guess he does?When he did call, a year later, we did come out to see him, twice.

Consumer

Response:

I am rejecting this response because: Shortly after my initial complaints, The Grout Medic sent their most experienced technician to examine their work. He all but called me an it who expects more than I paid for.As I recall, I called Ron the boss to ask for a refund. They then sent a young like a part-time college student to address the problem. He did some touch-ups in the kitchen, another older fellow did some restaining in the shower. I finally gave up trying to get results from The Grout Medic and stopped calling them. I then hired another company called [redacted] and paid $400 to finish the job in our shower to my satisfaction. I hired the same guy from [redacted] recently to restain the kitchen grout. I have been happy with [redacted] from [redacted] both times and have given him excellent reviews. Thank you.

Business

Response:

This is a reply to the customer’s most recent response..