Sir Grout Westchester

"[Member Name Removed] -- You have posted a review to the wrong Sir Grout. I am not Sir Grout New York but, rather, Sir Grout Westchester out of White Plains, NY. I do not service the boroughs. And I have never used sandpaper to hone and/or polish a stone countertop in my life. I use diamond impregnated discs and pads and achieve remarkable results. Sincerely, Tim O'Leary, Owner, Sir Grout Westchester"

"WOW! This one is really surprising since I had an amicable meeting with this customer and gave him my honest appraisal on his situation and recommendations on other ways he could go. My company is an Angie's List "A"-rated, Super Service Award winning company not only because we do outstanding work and offer superior customer service but also because I know when NOT to accept a job. Entering today I had 30 Angie's List reviews posted and 26 were "A"-rated reviews with only one of the 4 other reviews rated "C" or worse written by a customer whom we did an actual job for (in other words our work garnered 96% A's). Interestingly enough the 3 other poor reviews were written by customers I never even did an estimate for (2 of which I never even met or scheduled an appointment with). Now I have 4 negative reviews posted by customers I never met or submitted a formal proposal to. Before even measuring the square footage of this bathroom I did indeed give a quick verbal ballpark figure of around $2,000.00 to fully restore his entire bathroom (walls and floor) and explained how difficult the old 4"-tile bathrooms were to do and that I charge top dollar to do them -- if I don't pass on doing them altogether if I think the results won't be up to my high standards. I certainly will not apologize for my pricing because these bathrooms are difficult to do the RIGHT way. However, after a closer inspection revealed poorly-done previous tile and grout repairs, I specifically said I would not write up a formal quote at all and would pass on the opportunity to do any work. Still, I was happy to provide my professional recommendations, giving the plusses and minuses of the different options. In other words, I put myself in the customer's shoes. Furthermore, after our meeting another thought came to mind and I called this customer to suggest he talk to another company that could not only reglaze his badly-needed bathtub but also make all the tile and grout uniform by refinishing all the walls. As it turns out, he informed me that he indeed already had an appointment set with this company and thanked me for suggesting to get a quote to do the walls as well as the tub. This was his best option and I was glad that I called to suggest it. Now after reading this review I can file this one away under the heading of "No Good Deed Goes Unpunished." The fact of the matter is that his only interest here was in doing some cosmetic and inexpensive "fixes" to the bathroom so he could get it ready for sale and I simply wasn't willing to lower my standards to do something the wrong way and that wouldn't last. I'm neither a handyman nor your anonymous "Chuck-in-a-truck" contractor -- you know those ones, they drive around in the unmarked white vans, aren't licensed home improvement contractors and probably aren't even insured. One of these probably did the horrible repairs that I witnessed firsthand. Just because a customer wants something done doesn't mean I'm willing to compromise my principles to do it for them. If I can't offer an outstanding result that I feel will last in the long run I won't accept a job. My reputation is worth far more than the money from any one job. Best of luck to you with the listing."

"Horrible service? Customer has a Massachusetts phone number and refused to tell me where he lives (and still does not indicate where he is located since he used MY business mailing address instead of his address in filling out this Angie's List review). Furthermore, he was rude, intolerant and belligerent with my answering service when frustrated that no one was in the office during business hours to answer his questions (when I was out on appointments). Despite the fact that he lives in the Boston area I tried to return his calls but his voicemail box was full. When we finally did connect it became apparent that he was not interested in making an estimate appointment but wanted information for a DIY project. Sensing his frustration at not being able to satisfy his queries because I didn't know the condition of his bathroom (he also asked about a linoleum kitchen which I told him I don't do linoleum floors) I ended our phone conversation. I often oblige customers and offer them advice on how to do things themselves so long as they are pleasant and appreciative of such advise. When you are rude I will politely thank you, pass on your opportunity and say good bye. If this is horrible service then all I can say is you can't please everyone. Good luck! P.S. After he posted this comment he had the gall to text me photos of a bathroom floor, still looking for advice on how to clean the floor, which I gave despite his "horrible service" review. My company has an outstanding reputation for doing superior work and providing superior customer service and our customers appreciate this and we appreciate our customers. I will not, however, work for rude and unreasonable people, especially those who are belligerent. No thank you."

"We did your job in Jan. 2013 and if you were having issues I wish you would have contacted us to let us know to address. Yes, colorsealant will be compromised with aggressive bathroom cleaners, especially those that contain bleach or hydrogen peroxide, and will come off over time and even my cleaning people occasionally err and use something in our bathrooms that compromise the sealant. Cleaning should be done with a neutral cleaner, which we provided you initially and which I predict was substituted with something else along the way. Your are absolutely correct about shower floors, where moisture and saturation causes issues both on and below the surface, which is why we offer no guarantee for and which you were told at the time. This is also the reason why we charged minimally ($135) to clean and seal the shower floor. Unlike in 2013 today we use newer products to address shower floors that were not available then -- we are the only grout company today that uses an epoxy mortar and epoxy colorseal to attack issues with shower floors and the epoxy makes these repairs permanent. Unfortunately, these products -- superior to what was used originally --- were not available for your job. Nearly 40 months after Sir Grout worked on your bathrooms you post this review to express your displeasure. We guarantee that we do a job it's going to look beautiful when we finish. What happens after we leave is beyond our control. If an issue(s) develop afterwards there is a reason and, unfortunately, you did not give the us chance to evaluate why you were having problems and nor allow us to provide solutions. I wish you had. We have thousands of clients whose restoration lasts many, many years and, frankly, we have others whose restoration fails because of circumstances beyond our control but that's correctable. I want to hear from any customer who has an issue because 1) the issue may not be related to our work and 2) if it sis may be correctable if properly diagnosed. I'd much rather hear from a client who is having issue so we can return and address what has happened. We have an excellent reputation for outstanding customer service and I wish you had allowed us to demonstrate that."

"Thank you for taking the time to post this review. We trulh appreciate it and having you as a client. If there's anything we can do for you in the future, or if any questions arise, please don't hesitate to contact us."

"Thank you for taking the time to post this review! We truly appreciate it and having you as a client! We look forward to hearing from you if there's anything we can do for you in the future."