Grout Medic of Central New Jersey

Replaced two tiles for us, only had two tiles left over from years ago, they unfortunately mis cut one of them. They re- caulked our shower and did a poor job. We asked them to come back, but they weren’t happy that we asked them to redo the job and ended up leaving it worse than the first time it was so bad I can only assume it was done purposefully. When they were done they walked out the front door and left without asking us to look at the job. They also left a razor blade where we could cut ourselves.

Some of the grout on our shower floor was deteriorating and needed repair, so I called Grout Medic, Frank Capaci, franchise owner. Frank was a great talker--38 years in the business, family business, etc. I liked him, I trusted him and, when things went south, I gave him the benefit of the doubt. I was wrong on all counts. Frank convinced me that re-grouting would not solve the problem; instead, he said I needed a new shower floor. He scheduled the work for three days the following week. The tiler, Santiago, removed the old tile and mud on the first day and, on the second, created a new mud floor on which he laid the tile. Imagine my surprise when I saw that the new tile floor had peaks and valleys across the surface when it should have been flat and sloped slightly toward the drain. On the third day, Frank showed up with Manny, the grouter. When I pointed out the uneven tile floor, Frank said he'd seen it and had called Santiago. Santiago said he'd laid a level on the floor and that water should all flow into the drain. I said I had a level, and we could put it on the floor right then. "No! Let's grout the floor and then see if there are any problems," said Frank. Big mistake. Manny's grouting job was even more miserable than Santiago's tiling. Grout is completely missing between most of the tiles. And, when I asked Manny why he left such a big, fat line of caulk around the shower floor, he said Santigo had left too big a gap between the new floor and the new wall tiles, and he, Manny, had to fill in the gap with caulk. Upon further inspection, I saw that not only did the floor pool water, but the two courses of wall tiles Santiago had installed were gaping out from the wall instead of lying flat as the previous tiles had. To his credit, Frank told me he'd take care of the problems and had the office set up a date three weeks hence for a "warranty" call. But it was when I asked Frank to come out to look at the work that the trouble began. He refused, saying he knew what to do. I lost sleep, and a few days later wrote a very respectful text explaining that it wasn't possible to know what the solution should be unless we both agreed on the problems. He roared back in a very aggressive text, saying he'd be at my home on May 21 as we agreed and no sooner. A week later, after losing more sleep over the situation, I wrote a memo detailing the four significant problems with the floor--pooling water, gaping wall tiles, missing grout, and extra fat caulk lines. I had to pursue them for four more days before they even read the memo. Once they read it, they agreed the situation was more complex than they had anticipated and sent an experienced tech to my house the next day, May 21. (yes, if you are counting, it took three weeks to get someone to look at the work, and only after spending a lot of my time trying to convince Frank to do so.). Chris, the tech, was professional and thorough. As soon as he saw the floor, he said it was terrible. I offered him a copy of my memo, which he gladly took. He then did his own inspection, including pouring water on the floor to be sure I was right that it was pooling. In the end, Chris said I was right to be unhappy with the work and needed a new floor. Progress, right? The office called and scheduled the floor replacement work for June 4 and 5, two weeks after Chris' visit. I thanked the office manager for planning this, confirmed the dates, and said I had three questions/requests I'd like to resolve before they sent the repair tech(s) out: 1) let me know who would be doing the work, 2) provide me with a detailed written description of the work to be done, and 3) help me understand how they could replace the floor in only 2 days when the original work took three days? Crickets. I spent the next two weeks trying to get answers to these questions. Crickets. Finally, less than 24 hours before the scheduled floor replacement, the office manager called me and, upon my questioning, revealed that Frank was sending Santiago to do the floor repair work. What? Is the guy who doesn't know how to lay a tile floor now supposed to be the one to fix it? To this day, I still have no explanation of how they would do the work in only two days, and they have never sent me a written explanation of the work that was to be done. After five weeks of frustration--and sending Santigo was a no-go, and they knew it--I told Frank we needed a negotiated solution. I asked for my money back so I could hire a skilled tiler to replace the floor. Frank refused. I paid Frank nearly $3249 (I kept $500 back since the floor was not acceptable when installed). We have been without this shower since late April. I've just gotten an estimate from a highly regarded tiler for $1200. Think about that. BTW, this Grout Medic of Central New Jersey is now located in Keyport, NJ, not Hazlet. I'm sorry this review is so long ;-( FRANK CAPACI: NOT RECOMMENDED.

The gentleman from Grout Medic was professional and pleasant. He arrived on time and worked quickly. The result is beautiful. The affected area looks like new!

Great. Techs were on time and did a good job in the estimated time.

A+ service from start to finish! I HIGHLY recommend Grout Medic of Central New Jersey! Every person I dealt with had excellent customer service skills, were extremely polite, professional and just downright nice people. My floor looks like a brand new floor, and the price was very reasonable for the service provided.

I had a very disappointing experience with grout medic. The initial consultation was very good, and the worker who came seemed fine and was courteous etc. But he did not mix the grout correctly leaving pinholes in the grout which will clearly be a problem in the longer term. Fine mistakes happen. But then I called twice, left messages, sent texts and emails and I received no response! After promptly paying 2000$ for a simple tile replacement of 3 ft sq, this is a shocking lacking of responsiveness. If I had the time I would take them to small claims court.

• If I could give a 0 or negative stars, I would. This was the worst experience of hiring anyone I have ever had. I'm abbreviating, but the following took about two months time. It starts out by the grout did not cure. They redid some of it. Still did not cure. Told me some ridiculous nonsense about it needs 2 weeks to cure. I'm sorry, but grout should not wipe out with a wet cloth after a week's time. (I have videos) The manager would not call me ever. I spoke with him briefly on speaker with one of his workers. He told me I was crazy to think the grout would be cured in a week and then he cursed at me and hung up. One of their workers started an argument with me and later threw all the grout residue in the closet adjoining the bathroom and put something wet and chalky on my bed sheets (the bed is a few feet from the bathroom door) (I have pics) I wrote the company an email detailing all of this and more, sent the videos and pics and told them if they did not refund my money I was going to sue. The next day they told me in an email they were refunding me in full. PLEASE SAVE YOURSELF all of the time, headache and frustration. This is the worst company ever! I'm leaving reviews everywhere I can think of to help people not choose this company. I went through so much with these people that I want to help anyone I can.

Helen the tech, did a good job on the powder room floor grout considering this floor was put in over 40 years ago. The main bathroom floor tile grout she did an exceptional job. It looks almost like new. This floor was put in over 20 to 30 years floor. So I think it when well.

Excellent service person. Removing tile was not easy but stuck with it. Came out well. Very professional . Floor looks brand new. Won’t wait so long to get it cleaned in future.

Grout looks like new. They were expensive and if it lasts worth it.

Title looks like new and the grout is a perfect color thanks to the help of Eddie who recommended I select a lighter color. The powder room looks good but I needed to stain with a neutral color since we weren't doing the hall tile.

UPDATE***: Owner responded to google review, yet did not reach out to rectify nor did they give me the option to contact this location directly. Calls still go to central scheduling who advises they can only contact this location via email and "someone should contact you soon". What a joke. ORIGINAL***:WOULD NOT RECOMMEND. Was told we would have our grout cleaned and sealed. The grout was not cleaned and the dirt/ soap scum was sealed over. Contacted the company and they said they would send a different technician out. The day before they were supposed to come back out, the same technician texted and asked if he could come a day early. We tried to contact the company, and the central scheduler said she had to email our region's office to have them call us. Nothing was fixed and a new technician to re-do the job as promised, did not come. HUGE waste of $500

Great. Frank came quickly and punctually to give me an estimate, was able to have the work done very promptly. Chris came on time, did a clean, neat, very professional job. We were very happy with the result.

It was painless! My bathroom looks great. They were professional. Didn’t make a mess and cleaned up!

The grout technician was punctual, skilled, and strived for the highest quality work. He took the extra time for the regrouting to dry before he applied the silicone caulking. Furthermore, the technician was polite, willing to listen to the customer input, and he was very neat. He cleaned all the debris after the work was done, and he was careful to wear shoe slip overs in order not to dirty our floors. My wife was very appreciative for the shoe slip overs. I gave the highest rating for the work, and I have high praise for the grout technician.

The tech was on time, courteous and professional. He wore booties to keep my floors clean. He did an excellent job. My time looks new!

Amazing!!! The Technicians were very thorough and paid great attention to the finer details. The net result was that it looked as if I have a brand new floor, I could not be happier! I'm happy to say that the Area Manager stopped by midway through the work to ensure that I was happy with the work as I certainly was. The quality of work for the price charged proved to be a great value, so much so that I have already referred two family members to the Grout Medic! In fact, I will be scheduling them in the next couple of weeks to service my entry hallway and 3 bathrooms. I highly recommend them.

The technician was professional and friendly. This company has been around for years and I have used them before. I trust them.

The Tech came in to fix a few loose tiles in my shower then regrouted and caulked my tub. My bathroom looks brand new, I could not be any happier with the excellent service. The Tech was extremely knowledgeable and most friendly. I have since referred Grout Medic to two friends who are equally happy with their experiences.

I was given an estimate of $1200.00 for 3 rows of tile around a standard bathtub surround. This is outrageous. I would not recommend using this company.

Great. Al is great and gave great advice on other contractors to use and how to properly clean our newly refreshed master shower. First appointment was missed, but they gave me a $50 credit and immediately rescheduled. On time and professional all the way. I would hire again.

I did not employ the Grout Medic but in all our interactions he was extremely professional and responsive. If the occasion arises again I would certainly use them.

At the time of my estimate, Allan advised that he had several boxes of the same tiles that are in the rest of my bathroom. This of course was not surprising considering that they are very widely available 4 x 4 white tiles (any Lowe's carries them). I found it convenient that the company had them available and trusted the company's judgement as far as choosing the right materials for the job-and accordingly, agreed to pay the tile allowance to cover them versus buying them myself. If Allan had told me he didn't actually have the tiles in white, I would have gladly picked them up myself. The installers did not make any effort to show the tiles to me prior to the installation, nor did I go out of my way to see them, because again I assumed they would match the rest of the bathroom because that is what I was told and I trusted Allan. Unfortunately, the tiles installed are a pale beige-in stark contrast to the rest of the white tiles in my bathroom-and my bathroom is very unsightly as a result. I contacted Allan shortly after. He said he would stop by the house to inspect the work, but it would have to wait a day or two. I waited two days to hear from him but did not receive a call. So last Thursday morning, I contacted him and told him I need this resolved as soon as possible as I am listing my home for sale very soon. He said he needed more time before he could stop by. I offered to send him pictures of the bathroom in the mean time. The conversation ended by him cursing me out and hanging up on me. I was horrified by this, so I had my husband reach out to both Allan and directly to the franchise. There were no answers on either line, so he left detailed voicemails. Since we didn't hear back, we have been in contact with the corporate office, who have been attempting to get the franchise to return the calls and voicemails my husband and I have left. We have yet to hear from anyone at the franchise.

The special price did not cover my standard tub area, they wanted a lot more money for the job so I just cancelled

Great service, on time and reasonably priced .