The Grout Medic - Jacksonville

The Grout Medic was more expensive but I thought they were the experts. In my case, the owner, Steve, cut the tile & left, but did not want to remove the baseboards. That caused the tile to not fit right with a gap between it and the baseboards. He had an 18 yr old helper here to finish it up. Because of the poor fit, the helper could only fill in the space with grout, which is not the correct way to repair. Also, there was no repair of the baseboard damaged. I had to have that fixed myself. I would say they are NOT the experts in repairing tile/grout issues, and I would not hire them again. This is a franchise and all calls run through an 800 number. It has been nearly impossible to get Steve to respond to my calls or emails. The administrative functions leave a lot to be desired.

My grout was professionally cleaned and expertly sealed by The Grout Medic. I was shocked at the way the floor looked when the job was complete. I would highly recommend The Grout Medic for your next tile job, Steve and his crew did not disappoint. Great job!

Following the 24-48 hr dry time for the grout, and as I was wiping the haze left behind by the work performed, I observed crooked grout lines in areas throughout and crooked lines on silicone caulking where applied. Our phone calls have not been returned. Moreover, the color of the new grout/sealant do(es) not match the original grout areas, creating a mismatch in color in the shower, which again I was able to observe only following the dry time, making the job performance even more unacceptable. Really unprofessional, not to have brought this up to a customer prior to the work. Our phone calls to the number listed on business card and Proposal for this Grout Medic location go to the Grout Medic Franchise National Call Center, which is making the process of seeking a conversation with the owner even more cumbersome, and unacceptably frustrating. The owner of this franchise (St Augustine-Jacksonville FL) is Steve, and he had come out to price the job-- and yet Steve has not returned our calls. In sum, this is an outrageously poor experience that led us to contact Grout Medic national franchise company-- at least to help us receive a return call so that we may begin to discuss plans to fix the issues.

They were very nice, professional, accommodated our requested date and did a pretty good job for us. The lines of the grout could have been a little more cleanly.

Hired grout medic to regrout a small shower.. Steve was quick to give an estimate & take my money. The job was horribly done, covered old moldy grout with fresh grout instead of removing it, left excess grout in most areas & missing grout in others. I sent pictures to Steve, he sent out the same technician to fix it. Grout looks better but still shotty work & the new grout started coming out after a week. Reached out to him multiple times with no response. Now I'm still stuck having to hire another company to redo it. Save yourself some money and aggravation, get services done elsewhere. I wish I'd seen the Google reviews before going with Angie's List reviews.

We are very pleased, the floor looks new. It is a large area

Great service as always. Timely, professional and expert repair job. Highly recommend this cleaning company and Steve!

Steve took time to assess the the job and explained all the necessary steps to repair my floor before quoting the price. His appearance was professional and he was courteous. He was flexible with my busy scheduled to meet at a time convenient for me. The grout medics know what they are doing and it showed through the professional job that he did on my kitchen’s tile floor. I have recommended them to my family and close friends and will use them again if I need tile work.

The work was performed in a timely manner and at a reasonable price. Workers were polite and i would do business with the Grout Medic again!

Steve and his crew did an amazing job. I am very happy with the work that was done and would definitely recommend them.

Great! Very satisfied! Will definitely use them again!

I had a GREAT EXPERIENCE with the Grout Medic. They are PROFESSIONAL and so KNOWLEDGEABLE. The workers are FRIENDLY and really listen to their customers to better serve them. They got the job done in such a timely manner. I definitely would RECOMMEND THEM to anyone who needs their services!!! I will use them again in the future!! Thanks Grout Medic!

The Grout Medic did awful work. Absolutely atrocious. I had Steve come out about 2 weeks ago to look at the job... I just purchased a condo in the Ortega area and wanted the floors and shower/tub stalls completely cleaned and sealed, and minor repairs done. Guest bath has a tub, master bath has a shower with a shower door (after Steve quoted the job, my husband ended up removing the shower door as it wasn't in great condition, and I let Steve know that when I booked the appointment - removing that shower door actually made the job easier). We are moving into the condo, this is not a flip or investment rental property (although it was a rental property before, hence the need for a thorough cleaning). We are gutting and completely renovating the place. So I wanted the work done right, and I expressed that to Steve. He was pleasant, expressed his commitment to doing good work and to customer service. His quote was the most expensive out of the companies I called, but I wanted the work done right, and thought I would get that from the Grout Medic. Wow, was I wrong. It started the morning of the appointment, Thursday August 29, 2019. The appointment was set for 8:30 am. I don't live there but I was having some electrical and HVAC duct rerouting work done that day, and have a lockbox set up for the different workers to access the property. I provided gate access information and lockbox code to Steve via email before the appointment. I received a call from "Vinny" at 8:45 stating he would be late due to "traffic" and he had to "pick up some things". I was slightly annoyed that he would announce being late AFTER he was already late, but I let it go because I wasn't meeting him and he could let himself in when he arrived. I asked Vinny if he had all the info to get into the gate and lockbox, and he didn't know anything bout it, so I instructed him to call his boss Steve to get all that information (I was about to go into a work meeting and didn't have time to go over it all). I didn't hear anything after that and assumed the job was progressing as planned. Although honestly, I have no idea when Vinny arrived to do the work. I received a call from Steve around 4:45 that evening demanding payment. He stated they always get paid in site and didn't know I wouldn't be there. He never discussed when payment was due, and he knew I was providing a lockbox code for access, plus the place is completely gutted (no cabinets, no flooring, electrical and other work being done), so I'm not sure why he would think I would just hang out there all day. Plus his worker Vinny knew the entire time he was working that I wasn't there, which he should have told his boss much earlier than at the end of the day. I expressed to Steve that my preference was to look at the work before paying for it... I would be there after work that night to look and I'd be happy to call him back that evening or first thing in the morning to give a credit card. He kept badgering me and insisting that he must get payment right then. Finally he said he would give me the $50 cash discount AND waive the 5% credit card processing fee if I paid right then. So I relented and gave him payment over the phone, $500. Bad move. I have a ton of photos showing the extremely poor quality of work done. I don't even think the tile floors were cleaned and sealed at all. The tub and shower cleaning and sealing work was terrible. Many places missed. Repairs were extremely poor... grout that was taken out wasn't filled back up to the level of the tile and sinks in at least 1/4", and there is still hair sticking out of the grout in areas, plus mold, calcium build up, and general funk everywhere. And the grout sealant applied didn't go to the edge of any of the fixtures, you can see where it stops 1/2" back from all fixtures and other edges. The sealant on the tile left brush marks everywhere, and some of the tile wasn't even cleaned before the sealant was applied. The floors were left a mess, and the bottom of the tub and shower had debris left everywhere, there was no attempt to rinse out or clean up the mess made by what little cleaning was done. I could go on, but the bottom line is this is probably the worst work I've ever seen done by a service of any sort. I've left 3 messages for Steve to call me back, and not a peep in return. So I filed a dispute with my Amex card for poor work. I will take responsibility for paying him when I knew the best thing was to look at the work first... as a business owner myself, I can't imagine doing such hideous work. But then to treat a paying customer with silence. It's clear this guy is a scam artist. Stay far away from this company.

i was blown away by how my tile grout cleaned up! it looks better than new. All were professional, timely, thorough, and courteous, and took special care to work around my 96 year old fathers routine. if you need work done, do not hesitate to call them. Exemplary company.

Did not show for scheduled appointment on Wednesday, December 5.

Had an appointment for 11:15 am today and no one showed up. i called and they tried to locate the person but did not call me back. I called again and they said that the address was wrong, but my painter saw the Grout Medic car on my street. The person never called me to tell me he was lost, and did not stop at my property when he passed it. The call center was very rude, telling me I would have to reschedule next Tuesday as the person who did not show up wan an hour away. Why no one called me was inexcusable. i would NEVER DO BUSINESS with this company

Clean, re-grout and re chalk the shower, replaced damaged wood. Steve the franchise owner quoted a price of $650 ended up paying $800. 2 months after the completion noticed some wear on parts of the shower floor, decided to wait and see what else may happen. 5 months out and showing more wear, the grout is receding in some parts. Called Steve's office twice, had to listen to how busy he is; yet lacks the professional courtesy to return a 3 - 5 minute phone call to discuss the problem. And here's the real down side to this outfit!!! Called HQ's to discuss and got the same story from these people; unbelievable response and seemed helpless to do anything. Steve is in "my" opinion is as unprofessional, dishonest and rude as they come; he gives small business a bad name; apparently is good at selling "new" business but refuses to take care of those, who's money he has already gotten. Would NOT use under any circumstances.

everything went well. Team also did a couple cosmetic repairs where caulk or tiles required it.

Affordable. The owner provided an estimate to refurbish the existing shower same day as evaluated. The estimate was far below any other remodel options. The shower had some unexpected issues that were taken care of without extra expense. Work was very professional. Looks better than when new.

Job was thorough and looks beautiful😄

Let me start by mentioning that this franchise for NE Florida has recently been sold to a new owner, Steve. David Harris no longer owns and operates this business. Steve owns a Grout Medic franchise in Alabama and is just now turning attention to his new business in NE Florida. Maybe that explains the problems I experienced, but it does not excuse the poor customer service I received from this new owner. The estimate process went just fine. You call an 800 number and speak to very knowledgeable and courteous representatives who set up the appointment for you. Unfortunately, a spelling error was made on their part when entering my email address so I did not receive the promised email confirmation of the my appointment or a reminder message the day before my appointment. I take partial blame for that error since I did not request that customer service rep Katherine read back the spelling of the address to me. For some reason people often misspell my husband's first name, although I personally have only seen Wesley spelled one way. I also did not follow up with a second call to the 800 number to make sure that the appointment was indeed on the books since I never received an email confirmation. However, Steve did arrive promptly on the right day at the right time. He was very courteous and professional. He seemed to really know what needed to be done, explained the process very thoroughly and promised a detailed estimate would be sent to our email address within a couple of hours. So here was our first problem . . . not Steve's fault, but our email address was incorrect in the corporate system, so no estimate was received. When I called the 800 number two days later, the misspelling in the address was discovered and corrected and I received the estimate within a matter of minutes. Second problem . . . the language of the estimate didn't match the work we had discussed. For example, the first item detailing the cleaning process not only didn't mention cleaning the tile, it also clearly stated the work to be done was cleaning the floor grout ONLY.(That is actual language from the estimate) No mention of cleaning the wall grout, as well. Another item further down the list mentioned a combination sealing job of both floor and wall grout. Huh?? Why would you seal grout that you don't mention having cleaned first anywhere in this estimate?? Also, instead of just making truly necessary repairs of floor grout, the estimate reads like all the grout between the floor tiles would be removed and replaced with new grout. That is not what we discussed at all. In fact, the only items on this detailed description of the services to be provided were the removal and replacement of the grout seal between the floor and wall tiles in the master shower stall and replacing the caulk line behind the kitchen sink. I was so confused! Was the quoted price for all services we discussed really going to be $525.00 or would it end up being different if the service description in the estimate was corrected?? I immediately called Katherine back at the 800 customer service line, explained my problem with the confusing estimate. She said she would contact Steve and have him call me to discuss my concerns. Problem #3 - having to go through a third party to get in contact with the person who is actually providing the service is extremely frustrating. And what if you have an issue after the work is completed and you have no way to contact the business owner directly? Not real confidence inspiring when trying to earn someone's business. I waited through another two days of no contact from Steve before calling the 800 number again. This time I spoke with Trish, who apologized for the fact it seemed to be taking so long to get this resolved. She actually gave me Steve's phone number so I could contact him directly. Thinking this would finally be the solution, I called him right away . . . and immediately got a message that the voicemail box was full, try my call again later! This was late Friday afternoon, so I decided to let it go for the weekend, hoping that Steve would listen to his messages in the meantime and maybe call me back from when Katherine had left her message for him the previous Wednesday. I call Steve's number on the following Monday around midday and was at least able to leave a message explaining the issue with confusion over the estimate and asking for a return call so we could get this straightened out so the work could be scheduled. Never heard anything for the rest of that work week. Trish actually called last Friday afternoon to see if the issue had been resolved and was ready to book an appointment for the work to be done. I told her everything I am detailing here. Basically, I cannot recall ever being ignored by someone who supposedly wanted my business. I can only assume that Steve does not. She apologized and gave me the new owner of the franchise story. She was typing an email message to Steve as we talked and she said she would follow it up with a phone call to tell him he needed to contact me if he didn't want to lose a potential customer. It is now late afternoon, the following Monday. I still have not received a call from Steve. I started this estimate process with my first call to the 800 customer service number for Grout Medic corporation on January 20. I had to wait for an in home estimate appointment until February 1st. It is now February 13 and I still am no closer to getting work performed by this company. I am done trying. I really thought Steve was a very knowledgeable, professional young business owner who was working hard to expand his business into a new area. I would have been happy to give him my business if he had shown me the respect of responding to my request for clarification of his estimate details. I liked the idea that this is a company that specializes in doing just the sort of work that I needed done and it could be done in one day. Maybe Steve just bit off more than he can chew . . . trying to keep track of the management of his Alabama franchise while learning the ropes in the new area of NE Florida. He mentioned that his family is still in Alabama and he was making plans to relocate them here. I imagine that means he is traveling back and forth on the weekends until then. But he can't find 5-10 minutes to call a prospective customer and answer a few questions? Doesn't bode well for the future. Maybe in six months it will be a different story, but during this transition phase to a new owner, I suggest you steer clear of this business for now . . . I'm going to Plan B, which is to have a general cleaning company that previously cleaned my dryer vent, clean the tile and grout. Then have a highly rated Angie's List tile contractor do the grout repair and sealing. It will be more complicated dealing with two companies and will make the master shower stall unusable for extra days but I should have gone to this back up plan ten days ago. My shower stall would probably already look line new by now . . .

Did an excellent job. Smooth lines. Great service.

The tech was very nice to be around very clean about his work.

Kent, the technician, was on time, and did an amazing job. The areas look new again.

From estimate to completion they were very professional. Brian did an excellent job on the work. He has tile installation experience so really understands the right way to do the work. He took his time, checked in with me so I could look at progress, and addressed my concerns and questions. I would highly recommend and will use them again when I have another grout project.