The Grout Medic

Thank you so much for the great review! We're thrilled to hear that you had a positive experience with Jason—he truly is an expert at what he does. We appreciate your recommendation and are glad we could help with your tile and caulk tune-up. Please don’t hesitate to reach out if you need anything in the future!

Dear Nilsa, Thank you for taking the time to share your feedback. Again, we apologize that you are unsatisfied with the color difference following your partial re-grout service. During your consultation, you were presented with two options: a full shower floor re-grout or a partial re-grout of the cracked areas only. We explicitly advised that a partial re-grout carries no guarantee of an exact color match, as new grout will not perfectly blend with old grout due to factors such as age, moisture, use, and time, etc. Given the cost difference, you decided to proceed with the partial re-grout, and you personally selected the "CUSTOM Bone" grout color from the provided chart. Following service, when you contacted us with your concerns, your estimator reiterated the expectation regarding the color match between new and old grout. He asked that you allow a few months for the new grout to "settle" with use and potentially blend. He also offered to return with the color chart so you could select a different color if you were still unsatisfied after that period. You agreed to this proposed resolution during your call with him. While we understand your frustration, we are sorry to see this review when we were actively working toward a solution based on your phone conversation and agreement with George. We remain ready to uphold the offer George extended: please monitor the grout for a few months, and if you are still unhappy with the color difference, we will happily come back with the color chart to discuss alternative options. Sincerely, The Grout Medic

Dear Ms. Hatchell, Thank you for your feedback regarding the services we completed in December 2024. We are sorry to hear that you remain unsatisfied, as we have not heard from you regarding this matter over the past year. Below are the steps we took, at the time of service, to meet your expectations: You initially contacted us because mold/mildew had returned after a different company regrouted your Main bathroom shower, and you inquired about a complete regrout. Our estimator advised that a complete regrout was unnecessary, and we instead offered a cost-saving solution: steam clean the grout, replace the silicone, and seal the grout. In your Guest bathroom, we quoted a regrout and recaulk. We completed both bathrooms in one day, installing the colors of your choice. We did not forget to seal the grout in your Guest bathroom – during your consultation, you did not ask the estimator to include sealing for this bathroom, therefore, it was not on your quote. Newly installed grout requires a minimum 36-hour curing period before it can be sealed, and due to our $400 per-trip minimum, many customers choose to complete this step themselves. However, when you called about sealing, post-service, we returned at no charge. Then, you reached out stating you were unhappy with the silicone color you chose. Despite our estimate stating, "color changes requested after installation will incur an additional charge," we returned, removed the Bone silicone and installed Alabaster, at no charge. During our conversation today, you mentioned the mold/mildew has returned, and that your shower doesn’t look different than before our services. Last year, upon project completion, we provided you with maintenance instructions, recommending rinsing soap off walls and briefly wiping them down after each use, as moisture is the cause of mold/mildew. Our services include a Satisfaction Guarantee, and we will promptly return to fix any mistake we may have caused. In your case, we returned 2 times at no charge to address concerns that stemmed from your initial choices (color selection and not requesting sealing in the guest bathroom), demonstrating our commitment to your satisfaction. Sincerely, The Grout Medic