The Grout Medic

[redacted] and ***,I am so sorry for how your project turned outThat crooked tile should have been taken out and replaced and we can still do thatTom has been very ill, and should not even have been working, so the quality of work sufferedHe is recovering and said he would come back and fix that crooked tileThe dumping of the water is something that must be done, but the techs know they are to ask where the customer would like it dumpedIf you give me a call at your convenience we can work this outThis is the first complaint we have had in ten yearsWe would like to resolve thisSuzanne###-###-####? ? ? ?

I have called and emailed the ***, but have not heard back from themWe are grateful they are willing to give us a chance to resolve the issueTheir response said something about May 8, so I am not sure if they are out of townI wanted to get them scheduled as soon as possible because the month of May is filling up quickly for us.Thanks again,Suzanne

We've waited a couple of weeks to see if the "browning" returned - and sure enough - it has not only returned but appears to be spreading.Between the crooked and uneven tiles, and the browning - it appears that Grout Medic is unable to resolve this issue, even though we've allowed four attempts to do so.At this point, we have no choice but to advise the Revdex.com that the complaint remains open and unresolvedWe will also be fling a formal complaint with Angie's List, as well as disputing the charge with our credit card company.It's unfortunate that such drastic action is necessary, but we feel that four attempts to resolve what should have been a simple issue is more than fare.Regretfully,*** * *** *

The tech who began this project has been dismissed, not only for this incident, but for a couple of othersThis began as a simple issueThe *** has 10-loose tiles to be re-stuckthe cost for that is $The proposal stated that if the backer board was bad that there would be an additional $chargeThe board was bad and was replacedThe tech put up the board and stuck the tiles and did a poor job of itHe returned and tried to remedy the situation and was unsuccessfulTom cane in and took out those tiles and discovered that the damage was more extensive than the 10-tilesHe too out the next 8-rows of tile with the board being badly damagedWhen the tile was originally installed green board was usedNon-galvanized nails were also used and those had totally disintegrated causing the brown seepageThere was still a part of the wall that was not replacedThe green board was fatter than the concrete board Tom was installing, he needed to float the tiles to make then evenHe was working with sections of backer board making it difficult to get the tiles flushTom felt there was only tile sticking out slightlyThis was a shower repair, not a replacement showerIn hindsight the whole wall should have been taken downThe problem being the replacement tiles the *** had, had been usedSince there were no more replacement tiles and the likelihood that one of the attached tiles would break it was not a good idea to start tearing off those rowsThe tech chose to go up to the point where all the tiles were still secureNow there is a possibility that Tom missed one of the non-galvanized nails and that is causing the brown t appear againHe did not remove the soap dish either which may be causing some of the problemThere is a skylight right above the shower that also may be the issueWe did not charge the *** for any of the extra material or labor needed to complete this repair ($would have been the cost)We cannot see behind the tile until we get in there making it difficult to bid a jobWe caulked the ***' master shower and re-grouted and caulked this guest shower where the damage wasTheir only complaint I think is the damaged areaI have never heard a price that they were trying to recoverTom thinks a white color sealant may cover the area and be a solution to the brown seepageWe would like this issued resolvedThis is a difficult situation that we feel badly aboutIn years in business we have not had a complaint where the party involved stopped talking to meI was called once and returned the call, left a voicemail, and my call was not returnedI didn't even know the issue returned until this complaint came throughI understand why they are upset, but we are trying to remedy the situationWe never once did not return a phone call or say that there was not a problemWe have and will continue to resolve any issues that a customer may have

[redacted] and [redacted],I am so sorry for how your project turned outThat crooked tile should have been taken out and replaced and we can still do thatTom has been very ill, and should not even have been working, so the quality of work sufferedHe is recovering and said he would come back and fix that
crooked tileThe dumping of the water is something that must be done, but the techs know they are to ask where the customer would like it dumpedIf you give me a call at your convenience we can work this outThis is the first complaint we have had in ten yearsWe would like to resolve thisSuzanne###-###-####? ? ? ?