Ultimate Green Cleaning

"The member hired me for carpet cleaning services and tile and grout cleaning services, which I did. He claims that I damaged a section of his tiled floor and is seeking compensation. If I did damage his floor, I would be the first to step up and claim responsibility and rectify the situation right away, as customer service is our main priority. We are a 5 star company with over 30 years experience, which can be verified by any internet search. However, we are absolutely not responsible for what happened as I will try to explain. The tile floor was being cleaned successfully for most of the job, until I got to a few sections in the kitchen, when some of his grout lifted out in a relatively small area or two, not much larger than 10 or 20 square feet. It turns out that his entire floor was color sealed, which is a skim coating of epoxy that you can apply over existing grout to change the color or to hide unsightly grout lines. Color seal needs to be reapplied every few years or so, it is no permanent. Evidently, whoever applied the color seal to this floor, did not properly clean the grout so it would adhere in all places. Also the color seal was probably applied over loose grout in an effort to make it look better. Large tiled areas are prone to movement and cracking grout lines are not uncommon. While cleaning, which uses heat, vacuum and pressure, some of his color seal came off to expose cracked grout. As mentioned, this was a relatively small area. This NEVER happens, as I have cleaned hundreds of tiled floors before and continue to do so almost every day. A good way to illustrate this is if you hired a painter to scrape and repaint the trim on your house, and while doing this he discovered that some of the wood was rotten underneath, the painter would not be responsible to replace your wood because he discovered the rot that was hiding underneath. He hired a “professional” to look at the floor, and came up with the erroneous conclusion that I used too much pressure which resulted in damaging his grout. This is totally false. My machine couldn’t produce enough pressure to damage a ceramic tile floor or its grout if I wanted to. I clean hundreds of tiled floors and have never had grout come out due to excessive pressure. He produced an estimate of over $2300.00 to clean and repair the damaged areas. This was a pre-existing problem and NOT a result of me using too much pressure. I feel badly that some of his grout came out and I also feel badly that he thinks it is my fault despite numerous explanations. I am willing to provide my insurance information to him, but I doubt whether this will do any good, since the floor was NOT damaged by me. I am certainly not going to pay $2300 to repair a few areas of lifted grout. My sincere desire is to come to an agreement, though, as it does pain me to have this unresolved issue."