The Grout Doctor

"As a Grout Doctor Franchise, we do approximately 250 jobs a month and are referred by the leading Realtors, Shower Glass companies, Plumbers, Tile Stores, Tile Contractors, Shower Re-modelers, Handy Men, Flooring companies, even our friendly competitors... and most importantly our customers. Every story has two sides, so here is what happened from our perspective. Mr. [Member Name Removed] did not ask our employee to leave, he told him to "Get the F&*% out of his house". My office staff notifies me directly and immediately of any customer complaints, particularly those complaints where the customer is very angry. Mr. [Member Name Removed] is only the fourth such customer in five and a half years in business, with well over 2000 jobs per year. Two of the previous three situations were resolved immediately while the third one took a bit longer. As soon as I was notified, I called Mr. [Member Name Removed] to let him know that I wanted to come see what the problem was as soon as possible and he agreed. Even though it was approximately 6:30 p.m., I offered to drive right over. If there is an issue, we are eager to remedy it. While on the phone with him, after he agreed that I could come over right then, he became more upset and changed his mind. Once a customer sends me a text and tells me not to set foot on their property we respect that. We were fully prepared to address all of Mr. [Member Name Removed]'s concerns, and we always strive to treat all our customers in that fashion, no matter their economic status. We are sure Mr. [Member Name Removed] misconstrued some of our conversation as his anger clouded our conversation. We were fully prepared to address his every concern."

"[Member Name Removed], Thank you so much for your feedback. As we discussed through constant communication, our schedule is fully booked so it did take seven business days to complete the touch up in your shower. We value our customers and are happy that we were able to address your concerns and remedy the situation. Regards, Clayton Householder The Grout Doctor"

"We do approximately 250 jobs a month and are referred by the leading Realtors, Shower Glass companies, Plumbers, Tile Stores, Tile Contractors, Shower Re-modelers, Handy Men, Flooring companies, even our friendly competitors... (this list goes on) and most importantly our customers. Why? Because we do great quality work and set the expectation up front. One of the primary services we offer (in our Grout Doctor business) is cleaning and regrouting showers, and some customers, unfortunately, wait until it is too late to call us and their shower is falling apart or the shower has fatal installer defects.. We do perform patchwork services on those showers, but some of them just need to be ripped out and redone. This is a service the Grout Doctor does not perform, but we also own and operate ShoweRemodel.com to service those customers. In your case we clearly articulated that your shower is defective, the floor slopes to the wall and puddles (only 5% of all the showers we see actually puddle). Then, either the previous homeowner or handy man put the wrong product in the defective areas, grout is the only product that will last in those areas, but the installer did not leave enough room, hence sanded caulk has to be used. We did communicate we would remove those products and install the correct ones, but we may not be able reach certain areas to remove because the installer did not use any tile spacers in the defective areas and our recoloring agent will not adhere to caulk, only grout. We did communicate all this upfront, however, you chose not to actively listen to our explanation and to continue to tell us that your dad was a tile guy and that you could do this yourself. We did come out a second time and redo the majority of the job even though only a few areas were affected. After your constant berating of how terrible of a job we did, even though you were informed of the process, we chose to leave the shower for you to fix, since you communicated to us that you are the expert. Your shower looks 97% brand new for $500 of which you did not pay vs. the $8000 it would cost to rip out and redo. Every customer knows there is always that guy out there that wants the next contractor to fix all defects from the original contractor for $50. We do politely no bid 1-2 customers a month whom we identify as much smarter than we are in providing a professional service they called us to perform."