ComplaintsforGrout Busters Of Pasco County

• Initial Complaint

  01/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired Travis and Groutbusters Pasco to come in and look at our tile floor, as the grout was showing signs of pot marks (from dogs, etc), holes, and discoloration (the house was less than 3 years old). Travis came in, took a look, and sold us on a product called Fusion Pro - a product he claimed was better than regular grout. He went on to tell us the original grout was mixed incorrectly by the builder, and it was brittle. Fusion Pro would solve all our issues. It would prevent pot marks due to our dogs, AND came with a 5 year warranty! WIN! Flash forward less than two years. The floor is worse than ever, the pot marks and discoloration are back, the fusion pro product did not hold up. At least Travis was a man of his word, right? WRONG. Travis will not stand by his work, will not stand by the product he sold us, and he will not honor the 5 year warranty. Instead, he wants to charge us more to fix it again by cutting out the grout. Any company that does not stand by its work OR its warranties should be avoided at all costs. I would highly discourage anyone was using this awful company, and its dishonest owner. Instead, look elsewhere for an honest company that stands by its work and its products.

  Business response

  02/25/2022

  Business Response /* (1000, 8, 2022/02/07) */ Below is a summary of the interaction that took place between Grout Busters Pasco and the ******** in regards to the complaint filed. I have provided a timeline below the summary in order to illustrate the sequence of events. When Grout Busters Pasco initially began working to seal the grout at the ****** residence, we notified the owners that the grout was soft as a result of the original installer improperly mixing the grout. We recommended a product called Fusion Pro to replace a few areas of missing grout. I informed the customer that they may see additional problem areas develop due to the improper mixing of the grout and that all we could do is replace the badly damaged areas in order to seal the grout that we were contracted to seal. When the ******** contacted Grout Busters Pasco about the warranty claim, we scheduled a time to inspect the damaged areas that they wanted to warranty. When we inspected the grout, we notified the customer of the additional areas that had developed problems and informed them that the issue is a result of the improper original installation. We believe another contributing factor to the newly missing grout is the fact that the ******** have three dogs that have caused additional damage to the already soft grout with their claws. Grout Busters Pasco offered to clean and reseal the areas that were previously sealed, but any additional work pertaining to cutting out and installing new grout would not be covered under warranty since Grout Busters Pasco did not install the grout. Grout Busters Pasco has an impeccable record of customer satisfaction and we do everything within reason to satisfy warranty claims. Unfortunately we could not come to a resolution with the ******** due to the fact that we cannot warranty work that we did not perform. 09/30/2019 - The ******** contacted Grout Busters Pasco for an estimate to seal their grout 10/02/2019 - Grout Busters Pasco performed inspection and provided an estimate to clean and seal the grout 10/08/2019 - Grout Busters Pasco began the agreed upon work at the ******** residence 10/09/2019 - Grout Busters Pasco completed all tasks from the agreed upon scope of work 11/26/2021 -******** ****** contacted Grout Busters Pasco via FaceBook Messenger to inquire about a warranty claim regarding missing pieces of grout from her tile 12/13/2021 - Grout Busters Pasco arrived at the ****** residence to inspect the warranty claim and provide a resolution Consumer Response /* (3000, 10, 2022/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Groutbusters did in fact show up and tell us the spots in the grout were due to soft spots from the original installation. They said then it was caused by the dogs. They sold us on the Fusion Pro product, told us it was so hard of a solution that no dogs could possibly make those marks again. They sealed the grout, applied the fusion pro, and the same marks happened in the same spot. Thus the reason for the warranty call in the first place. For the business to tell us the marks were caused by the dogs - again - after specifically selling us a product that would prevent that - is absurd. Then to not honor the warranty? We were specifically sold a product for this reason, and the product did not work. We asked them to warranty the work THEY performed. For the business to claim it was the original installer when it is the same area treated with the product they sold us is irrational. This is in a high traffic area groutbusters treated. Now they claim its not their work? It is highly unfortunate this company will not stand by their workmanship, their product they sold us, or the warranty. Instead, they push off blame and responsibility after their workmanship and product failed, then claim high customer satisfaction. The attached picture shows the result of their work and their product. I would highly recommend this company not be used or trusted, as they do not stand by their work, product, or warranty. Business Response /* (4000, 12, 2022/02/19) */ Grout Busters Pasco gave the customer two options. The customer chose not to take either option. At this point we feel that we are at an impasse. Grout Busters Pasco stands by the products that we use and our warranty. Grout Busters Pasco will not warranty work we didn't perform. Consumer Response /* (4200, 14, 2022/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The affected areas are not NEW areas as the business claims. The business did our entire ground floor. The areas arose where the business previously treated, with their products. Both of their options involved not honoring the warranty, but instead having us pay for further services. They treated our entire floor. Told us this would never happen - with dogs, kids, etc. They sold us on it. Told us not to worry. If it did happen, it was warrantied. Here we are. It happened, they wont honor the warranty, and their solutions are to charge us MORE money for more work. I have a proposed solution: The business honors the warranty they sold us, and fixes the area their product failed. Super easy. Of COURSE they stand by their product and their warranty. They just deny blame and refuse to honor warranties. Easy to stand up for products and warranties you never have to honor isnt it?

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