The Grout Doctor

I had the area around my tub regrouted, approximately a year and half ago. Called them today and said, the grouting in coming away from wall and cracking. I was told, this could be normal, depending on circumstances. Yes, my circumstances were, I used this company. I did research on the internet, if it were done correctly, regrouting should last 15 to 20 years. They only get one chance to take my money, and plenty of bad reviews from me.

The contractor did the job while I was home working. He took advantage of me being busy to change the color of my driveway, applying what looks cheap and like a base paint. When I called him to fix it, he told me he would look for a paint color closer to mine. Since then, the calls I was receiving from him and the office before the job was done and money changed hands, they were gone. It is like I don't exist anymore. When I called him a second time, he said he still has not found the paint, and that was it. No more call from them. I am history. When I call the office - (786)522-5433 - since then, I just got a voice mail. Advice: Never use a contractor linked to a company name without first checking their reviews, and you are safer with a check payment.

Revdex.com called business to follow up on this complaint and spoke to Fred Jaconette, ownerHe said that he had set up an appointment with the consumers but they called and cancelledHe called them back and is awaiting a return call from them

Revdex.com: I have reviewed the 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.I wish what the story you just made up was trueAs $is not a lot of money and I would have gladly paid it on a monthly basisUnfortunately, this is not the caseI have spoken with [redacted] ***'s mother [redacted] several times regarding numerous problems with this house including the back rooms flooding the day I moved in which caused them to become stained and moldyIt's important to note the carpets were never replaced until months of phone calls and emails to the homeowner after the flood happenI called [redacted] at least once a month regarding this issue, she informed me "our insurance doesn't cover it"Meanwhile, my year old daughter was forced to sleep in a room with carpet that reeks of mildewAlthough my complaint is not about the flood and lack of effortBetween all the phone calls and emails regarding flooding and other water leaks throughout the house, not one time was I ever informed of a $tax that I was recently forced to pay in one lump sumYour company is very rudeYour most recent comment is completely and made upAs a company who just recently started managing this property, I find this very disrespectful you would make claims of something that you know absolutely nothing about Regards, [redacted]

Thank you for your comment, however, in life there are two sides to every story and the above is absolutely not the entire truthful storyThe lease states there is a rental tax fee which is imposed by the City of the property a tenant lives in, Mr [redacted] has refused to pay this tax ever since he moved into the propertyThe owner finally frustrated after numerous attempts to collect this from the tenant has hired our company to manage the propertyTenant now still refuses to pay and did not pay the rent on time as stated in his lease so therefore a late fee was imposed in accordance with the leaseUnfortunately, we have to treat everyone equal and must enforce the terms of every leaseWe are neither mean or rude, the fact that the tenant disagrees with their obligations that we must uphold does not make us rude or extremely rudeWe wish you the best in your next lease since you failed to live up to the one you are in now.No money is due to tenant and non will be refunded, the lease states his obligations and we must abide by them

Complaint: [redacted] I do not agree with the contractor's response The fact of the matter is that I paid him to repair my floor In less than a month, his work failed The first thing he did when I told him about the failure was to blame the grout he failed to provide (and I had to provide myself) He did agree to make the repairs under warranty He failed to honor Grout Doctor's warranty by failing to show up and failing to call me to tell me he couldn't make it He failed to reschedule He failed to call me back I dispute his allegation that he called me about his problem with the snow I got no call from him for any reason whatsoever! His failure to call me and failure to do a professional job is why I am filing this claim with the Revdex.com.I dispute his allegation that I was angry I was certainly upset about the failure of his work, less than a month after completion I was polite, direct, and firm, but not disrespectful or yelling Who wouldn't be angry after spending almost $to repair tile grout and it fails in less than a month??? It is this contractor's job to do this work correctly and professionally, without having to redo anything, and he is blaming ME for his failure??? I trusted him to do a professional and quality job I expected him to behave in a professional manner and call me if he could not make the appointment for the warranty work I expected him to return my call asking why he didn't show up and to reschedule HE NEVER CALLED!!! His quote said nothing about using my grout I expected him to provide all labor and materials and perform the work in a professional and high quality manner, per his quote He used my grout and then blamed my grout for his failure He is also falsely accusing my wife of not wanting to stain the grout She did not have that discussion with him He did not tell her the grout wouldn't match.After he made the appointment to repair the grout, under warranty, he asked me what color to bring and I left him a message with that color.When he failed to show up for the warranty work, I called him to ask why he didn't show up and when he would actually do the warranty work He didn't answer I left a message He never called back He claims that he called me to tell me he couldn't make it because of the snow He never called me about his problem with the snow I never got a call from this contractor after he agreed to performing the warranty work I demand a full refund Sincerely, [redacted] ***

I'll refund her full purchase price, but will not pay for the other contractorBut to reiterate I have no control over mildew/maintenence in the interimAnd a note to all, if you have a problem CALL usThank you

The Grout Doctor from Dunedin Florida overlaid new tile on my shower floor today I am very pleased with the professional work done by the installer [David] from his punctual arrival, area preparation, and neatness to his job cleanup and pleasant personality I would highly recommend this company based on this job experience

Initial Business Response / [redacted] (1000, 17, 2015/09/14) */ Yes I did some work for Kim I cleaned and sealed her shower for $new silicone on her kitchen backslash for $clean and polish her granite tops for when I worked on her granite I noticed it had some damage on it I stopped to show her she agreed on me to continue working on them and did not want to use my sealer she insisted use the sealer she provided after putting the sealer on it made it not shine we let it dry over nite I came back tried to fix the problem she mentioned to me her house clener and herself continue to other chemicals on the granite after I told to not put anything on it and yes it got out of hand further then what I wanted she is a very difficult person to work with I have tried to call but when someone who sends to texts at one time made me feel uncomfortable with her so as for right now I have hired my own contracted to fix har granite with has cost me close to $if you have any questions regarding this please call me at [redacted] Initial Consumer Rebuttal / [redacted] (2000, 20, 2015/09/15) */ The issue was fixed and the actual franchise owner, JC Sneed was wonderful in playing a part to resolve the issue, however the contractor, [redacted] needs to review his customer relations portion of his businessHe is not a granite restoration specialist

To start with we ALWAYS do what we say we willWe take pride in the quality of our workSealers do wear off over time, the NTCA recommends resealing showers on a yearly basisThe running water will break down the sealerAs far as mildew goes, every house is different, ventilation is the biggest way to mildew prevent mildewSee the back of our formI will not pay for the other contractorWe also have no control of the maintenance done by the homeownerIt has been months when I received this complaintWe tell our customers to call us if they have a problem, this is the first I have heard about this

To Whom It May Concern; We received the dispute from Mr [redacted] and were in the process of responding to him regarding his move out summary dispute and do apologize that it took longer than our day time frame We have since completed Mr [redacted] dispute and will be issuing him a refund in the amount of $which will also include the $that the tenant stated they hadn't received yet Please see the attached letter that we have sent to Mr [redacted] regarding his dispute and the resolution we believe that his will satisfy Mr [redacted] and again apologize for the delay in getting back to him

Dear Mr. [redacted] I'm happy to discuss these issues with you. What you may not understand is that the property management company doesn't have a say in how repairs are processed. The owner of the property makes those decisions. We do our best to hold him accountable to the lease and... to his management agreement. However, he decides what vendors are used and what repairs are authorized. I've attached a copy of your lease for your review, and the work orders that were on file. According to the notes the property manager took appropriate actions to get the repairs in process. Century 21 has no authority to terminate your lease and under the circumstances that would not be adviseable to you. As such please contact me directly so that I can make sure our manager and the owner of your property are all performing their duties in accordance with your lease and the law. I can be reached any time at [redacted] ***. Just ask for ***.Thank you,***

Complaint: [redacted] I am rejecting this response because: Thank you for your responseI would like to address the points you provided in your response and show some evidence as to how I came to this conclusion 1) The fact that you “ALWAYS do what you say you will” does not prove that you actually did this work, in any level of quality 2) “Sealers do wear off over time”: with this “work” having taken place under months ago, and the fact that I started noticing the water damage in September (months after the “work”), this is approximately half the time that the NTCA recommendation is for 3) The home was new construction when the work was doneNo one lived in the home yet and therefore it was impossible that any previous moisture as a result of water damage could have taken placeThis is in reference to the document that you supplied titled “back of job sheet.pdf”, 2.GAlso, I never received a copy of this document 4) “We also have no control of the maintenance done by the homeowner”: I have my house professionally cleaned every other weekI discussed the mildew in the shower with my house keepers back in September/October 2015, and they also suspected that the grout was not properly caulked or sealed when installedThis, of course, is not an expert opinion as the house keepers are not tile/grout professionalsHowever, this is the full assessment of the contractor that did the repair and re-grouting work this month (December 2015):“As you can see around the edges there was the most mold, and there should have been at the very least a clear caulking around the edges to help prevent water damageThere were also areas that were missing grout entirely, which should have been addressed after completion however for someone who doesn't work with grout every dayNobody would expect you to bring it upFor such a new home, it shouldn't have needed to be re-grouted this soon if it was installed properly.” I am also attaching some photos of the before and after the repair work that was done in December Sincerely, [redacted] ***

This is a complete fabrication and totally inaccurate account of the project Went the clients residence and look at a number of issues There was staining on shower marble floor, fracture cracks on the bathroom floor and three small tiles had come loose on the entrance to closetOn the floor cracking I expressed concern that the tiles were not properly installed and movement had caused the stress fracturing Repairing this was not something I wanted to untake With the three tiles that had come loose, no big deal These are small 1x I also mentioned By the way these are not "white marble", they have grey veins running through themI also believed the grout was delorean grey non-sanded throughout, and was stated to the clientWith the shower I said I would try to remove the stain using a deep stone cleaner, but was unsure if this would be successful I explained that if we could not remove it we would adjust the priceWe also discussed if the marble and grout had been sealedHe believed it was but was uncertain and had no idea of type or manufacture It was agreed that we would reseal everything using Miracle At the very end the customer showed some cracking of grout where the counter tops and backsplash meet and were the floor and dam step meetAgreed we would caulk those, white on the counters and delorean grey on the floor Finally the customer mentioned that there seemed to be some leakage on the enclosure base I looked closely at it could not see any meaningful gaps, but said we would run a light bead of clear silicon along the edge I also pointed out that there was clear silicon on the glass from the intial installationWe returned two days later reinstalled the loose tiles, plus one additional tile Caulked the counters, which I did and the floor/dam seams This work was performed after we applied the stone cleaner(s) First we used StonePro Stone Cleaner which removed some of dirt and oils There was still a yellow stain in locations We then used Aquamix Heavy Duty Cleaner applications Same results Showed this to the client and they were not satisfied I then said I would use an oil stain remover from StoneTech and see if it would work I have used this product previously and it has worked It was explained that it had to set over night and that my associate would return the next morning, which was a Saturday, to remove it I said I could not be there due to other commitments We made an accommodation to come back around noon so they could go to their children's soccer games The extractor was applied and the short walls and seat area were sealedTom my associate returned on Saturday removed the extractorIt did remove some the yellow stain After reviewing this with the customer it was decided to do another application and return on Sunday at their requestDuring this time frame and on Sunday morning Tom and I were in communication with each other and everything seems to be ok Revived a phone message from the client late Sunday morning Called back and said he had mainly called because Tom had not arrived when he had called but was there working then At this point the client mentioned the color problem, the silicone issue, the rug issue and caulk haze on the counters I talked with the client and said we would come back on Monday and change the grout color, the silicone would be looked at and Tom could clean the counters right then That was agreed toI spoke later with my associate and he said the client was satisfied with what the extractor had done with the yellow stainIt was not perfect but 80%/90% and the client was ok and happy I rearranged my calender for that Monday and was prepared to pickup a lighter grey grout caulk and change the color Then I received another message cancelling Monday with the client saying he was going to get his original tile contractor to come in to look at the situation and the glass enclosure contactor We would then determine what the next step would be I contacted the client on Tuesday simply asking how he wanted to proceed with the project That is when everything went to hellThe client was actually asking if I wanted to take legal action against him and if so our agreement mentions arbitration as the venueI replied no, if the client was that dissatisfied I would just except the loss and move on That was the last I heard from him Sorry but I do not believe we did anything wrong and did no damage to any of the tiles We only sealed the walls and seat area The shower floor is the only area that was cleaned and that was with standard cleaners and products using standard industry scrub padsThere was never any mention of the tiles being scratched , which we could have taken care of and would have done if we had damage the tiles in anyway I carry polishing pads with me at all timesThe other issues, grout color and rug are simple fixes I will also mention the carpet is very old and dirty and was to be replaced This client was not charged for any of the work performed and got what he wanted a “No Cost Solution” to a problem of the previous tile contractor [redacted] The Groctor Doctor

Had my shower pan and tile replaced. The shower curb needed to remain the same height so I could have my less than one year old frameless glass enclosure reinstalled. Language barrier prevented that from happening. Adding $1,300.00 to the project. Ten tiles tiles in front of the shower had to be replaced because they were damaged, not protected as they should have been. The floor was new too. And now the grout lines do not match. Concrete splatters on the aggregate back patio. Half a gallon of concrete pieces in my yard.
The shower looks good though. Have not used it yet, because I am waiting on the new glass I had to order.

On 2/19/I did an estimate for *** ***It was to clean tile floor in kitchen and laundry room, make all repairs that are needed to floor 20xtile ( Clients grout), as *** said they had the original grout that matched. Put an additive in the grout and seal the floorI recommended
color staining all of the grout and replacing some tiles. She said they didn't have any more tile and also that they didn't want to color stain the grout because they were just going to sell the house and didn't want to spend the extra money.On 3/15/I did the job. *** was not there, her husband *** was*** inspected the job and paid me and I left. *** called 4/and complained the grout was crackingI discussed color staining so it all matched and also fixing the tile. I quoted a price for that and at that time *** was angry and didn't want to pay more. We set a time for me to come 4/16, but we had received 18" of snow and I could not get to their house. I called *** and he was so angry that I was not coming. That's the last I heard until a Revdex.com complaint was notified to me

Complaint:
I am rejecting this response because, we have picture and new quotes to repair all damage caused ** The Grout DoctorThe tiles in the base of the shower stall are damaged and deeply scuffed and scratchedAccording to the new marble restoration contractor the damage may not come out and the tiles may have to be replacedWe are still working to get a back up estimate for the damages done ** The Grout DoctorAt the time TGD was at our home I had call MrE** and advised him to personally come see the damage to which he refusedHe has not personally seen what his laborer didThere is now clear silicon all over the glass and not just in the cornersThe grout that was replaced in the closet entrance was not even close to the samples I providedCarpet aside good or bad should not have been installed under the tilesThe tile in the Closet is in perfect condition and wasn't being replaced.
When TGD left our premises after each visit the bathroom was left in worse condition then when they showed upThe work quality was very poor and not to scope we were promisedThis case can go on and on with he said she said, however we have the evidence to prove the damage and show what was done after they came to clean the stains.
Never was it expressed that TGD didn't want to reinstall the loose tilesHad this been explained we would have hired a professional contractorIn the follow week we have researched this contractor via a local neighborhood blog and found this to be very common practice and found many other unhappy clients in the Agoura Hills areaAgain if proof or names of other unhappy clients are needed I can furnish that as well. Our first quote to repair the damage was $and we are not sure they will be able to solve all new issues
Regards,
J*** ***

[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 ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
William F*

Complaint: ***I do not agree with the contractor's response. The fact of the matter is that I paid him to repair my floor. In less than a month, his work failed. The first thing he did when I told him about the failure was to blame the grout he failed to provide (and I had to provide myself) He did agree to make the repairs under warranty. He failed to honor Grout Doctor's warranty by failing to show up and failing to call me to tell me he couldn't make it. He failed to reschedule. He failed to call me back. I dispute his allegation that he called me about his problem with the snow. I got no call from him for any reason whatsoever! His failure to call me and failure to do a professional job is why I am filing this claim with the Revdex.com.I dispute his allegation that I was angry. I was certainly upset about the failure of his work, less than a month after completion. I was polite, direct, and firm, but not disrespectful or yelling. Who wouldn't be angry after spending almost $to repair tile grout and it fails in less than a month??? It is this contractor's job to do this work correctly and professionally, without having to redo anything, and he is blaming ME for his failure??? I trusted him to do a professional and quality job. I expected him to behave in a professional manner and call me if he could not make the appointment for the warranty work. I expected him to return my call asking why he didn't show up and to reschedule. HE NEVER CALLED!!! His quote said nothing about using my grout. I expected him to provide all labor and materials and perform the work in a professional and high quality manner, per his quote. He used my grout and then blamed my grout for his failure. He is also falsely accusing my wife of not wanting to stain the grout. She did not have that discussion with him. He did not tell her the grout wouldn't match.After he made the appointment to repair the grout, under warranty, he asked me what color to bring and I left him a message with that color.When he failed to show up for the warranty work, I called him to ask why he didn't show up and when he would actually do the warranty work. He didn't answer. I left a message. He never called back. He claims that he called me to tell me he couldn't make it because of the snow. He never called me about his problem with the snow. I never got a call from this contractor after he agreed to performing the warranty work. I demand a full refund
Sincerely,
*** ***

Initial Business Response /* (1000, 17, 2015/09/14) */
Yes I did some work for Kim I cleaned and sealed her shower for $210.00 new silicone on her kitchen backslash for $85.00 clean and polish her granite tops for 125.00 when I worked on her granite I noticed it had some damage on it I stopped to...

show her she agreed on me to continue working on them and did not want to use my sealer she insisted use the sealer she provided after putting the sealer on it made it not shine we let it dry over nite I came back tried to fix the problem she mentioned to me her house clener and herself continue to other chemicals on the granite after I told to not put anything on it and yes it got out of hand further then what I wanted she is a very difficult person to work with I have tried to call but when someone who sends 10 to 15 texts at one time made me feel uncomfortable with her so as for right now I have hired my own contracted to fix har granite with has cost me close to $1200.00 if you have any questions regarding this please call me at 7204569973 [redacted]
Initial Consumer Rebuttal /* (2000, 20, 2015/09/15) */
The issue was fixed and the actual franchise owner, JC Sneed was wonderful in playing a part to resolve the issue, however the contractor, [redacted] needs to review his customer relations portion of his business. He is not a granite restoration specialist.