The Grout Medic - West Southwest Chicagoland

"I am sorry to hear of the problem with Ypres project, however; I believe there is a mistake on where this review is posted. I’ve searched our customer system where we log ALL contacts, even those we may not ultimately schedule even an estimate with and I see no record of your contacting us. I also searched our email and other referral sources other than Angie’s List, and also did not find your name. Finally, we do not do instillation of tile which is the project you described and so I think this too ads to my conclusion that you’ve posted your review to my business incorrectly. We do tile, grout and stone maintenance and repair but do O new tile installation. Since I can’t find your name in our system and since we don’t provide the service you need, I’m not sure I can help you but if you wish to discuss this further, please call our office."

"Thank you for the feedback. We almost always achieve completion on the date scheduled but occasionally, issues arise (illness, mechanical issues, vehicle issues) but we try as best we can to minimize the inconvenience this causes our customers. I'm glad we were successful with your project and that you are happy with our work. Thank you for choosing The Grout Medic."

"A painter won't repaint a room for free if the customer decides they don't like the color they agreed to. This is unfortunately a very similar problem. This is a situation where there was an unfortunate misunderstanding/miscommunication and review of the estimate/documentation provided to the customer. The estimate was completed, and it was clearly noted that the hall bathroom had white cs (color seal) and caulk in the tub area. This can be seen in the supporting documentation. [Hyperlink Removed] The floor, which was estimated separately, was to be done in Oyster Gray (as documented) or for an additional charge, a custom color. The customer opted for the custom color having clearly understood that option as documented, but they did not mention or suggest at any point that the color should also be used for the wall which was estimated to be done in white nor did they ask that the documentation be updated for this change at any point. When the job was done, the man at the house reviewed our work and approved it prior to the technician leaving. The documentation provided to the customer is fairly detailed with the steps to be done and colors to be used. When the question came up subsequently, we offered to redo the bathroom tub area which was originally done for $350, for a $70 service call fee. This offer was refused. In fact, this project was completed through a barter company and the barter company, after being contacted about the issue had offered to cover the $70 to resolve this issue but that offer also was not accepted. I regret that the matter has resulted in the customer being unhappy; however, we cannot redo work because the customer doesn't like the agreed upon color for free and remain in business. The offer to redo a $350 project for only $70 is very fair and remains available to the customer should they choose to accept this offer. Additionally, this matter was reported to the BBB. We are a BBB Accredited business with an A+ rating. The BBB determined that our response was sufficient and closed the complaint in our favor. We ALWAYS strive for the highest level of customer service and while we sincerely regret this situation, we believe our position was fair and this was confirmed by the BBB review process."