"Hello, I prepared a reply for the original Google review and that follows. In the meantime, I need to say that this is uncalled for to go to every review site to complain when we never even met with you. We are booked out into September because clients love our work. I’m sorry you had a tight timeframe, but we never promised we could hit it, and we never said we would compromise our processes to skip the sales appointment and just send a technician to do work sight unseen. That is not how we operate. Applying a scorched earth campaign of complaints only hurts the hard working men and women at our company that are doing their level best to serve our clients faithfully and earn an income for their families. We are stretched to the max given the tight labor market we’re in. A little grace goes a long way right now. Dear Ms. [Member Name Removed], I’m sorry we disappointed you. I reviewed the call recordings, and while I understand you needed your work to be completed quickly, there seems to be a misunderstanding concerning our process. We always send a sales person to assess the potential project and provide a quote before scheduling work, but the call recordings suggest you wanted to dispense with the sales appointment and just schedule one of our technicians to come to your home. While it would be great if we could do that, our technicians are not sales people and vice versa. Our reputation for outstanding work is evident in our reviews and has led to many customers desiring sales appointments and resultant work appointments. I truly wish we could get to everyone as quickly as they’d like, but we have experienced labor shortages like virtually every other business in DFW and beyond. I hope you understand we would truly have liked to help you in your timeframe. I’m sorry we were unable to do so and that you felt ignored in the process."

"Hello [Member Name Removed], Sir Grout has a solid reputation and has based its business on 100% customer satisfaction. We tried to reach you numerous times to understand where your dissatisfaction came from, so we could correct it. Since we couldn’t reach you we left several messages but considering your review we see you didn’t receive them. Please contact us so we can arrange a time to review your concerns so we can see how to best achieve your complete satisfaction."

"We at Sir Grout are very disappointed at how this job has been characterized. We were thorough in our examination of the [member name removed] floor. We were aware of the lippage referred to as the uneven surface that was a result of another contractor’s poor installation of the marble tile. We are expert in the restoration of marble surfaces. In our professional opinion we believe we could restore the floor to like new condition despite the lippage. The worse condition referred to is something called picture framing. We believe our methods would avoid that outcome. [member name removed] asked our Technician if he could guarantee a perfect result. That is unrealistic to ask a question like that. We never know what unexpected surprises may be lurking when we begin a job. Do we believe we could achieve an excellent result? Absolutely. Do we guarantee without reservation? No, that’s impossible and not fair to ask. [member name removed] was rude with our sales representative the day of the job making accusations at him and our company concerning our abilities and integrity. We are the professionals; not the janitorial supply company, and we don’t know the qualifications of anyone else who may have looked at the floor. But we train with the nation’s foremost expert in marble and natural stone and based on that expertise we believe we could restore the floor nicely. [member name removed] repeatedly hung up on our sales representative as he was trying to explain our position. The contract the [member name removed] signed and were provided (and have been provided again) clearly stated the conditions for refunds, and they did not meet those conditions, which was their doing. As an owner I spoke to [member name removed] and tried to find a workable solution that she would be pleased with. We offered to provide a lesser service plan for the marble, which would result in a shine but not combined with the clarity that comes from following the craftsmen approach we recommended and sold. We offered to come out at no cost to demonstrate what that alternative method would achieve. At first [member name removed] said yes, then called back a short while later and said no and again accusing us of being unprofessional and wanting her deposit back, which I explained that the terms of the contract do not permit it. As much as anything, this situation seems largely to be a case of the customer not wanting to spend the money as price was mentioned numerous times throughout my discussion with [member name removed]"

"The member had clean and clear seal, colorseal, and stone renewal services provided by our company due to her pet having urinated in multiple areas in the marble foyer and travertine bath. There were areas that were smaller than our machines could reach so those area had to be done by hand. Our General Manager explained to the member that it was impossible to get less than 1 inch from adjacent areas, because of the feathering that must be done to blend, without damaging, the adjoining materials like wood. We inform all of our stone customers of this fact. the member inspected the job when completed, accepted the work and paid us on that day at that time. SHe contacted us in the next week or so to let us know that there were some areas that she was not happy with. We responded to her concern promptly and scheduled to return at a time that would allow us to address all of her issues including stone and colorseal. Our General Manager returned with our tech to inspect the original work and make sure we satisfied her concerns. We agreed that there were some colorseal areas that had been missed and touch up on stone honing and polishing that needed to be addressed in the foyer and a bathroom. The pet urine etching had been completely removed in the foyer, but there were some edges that needed work with the hand polisher. Our General Manager went over all areas of concern with the member and our Tech so that every one would be on the same page. At every turn, She told us that it looked OK, and we didn't need to redo various areas. Our General Manager confirmed with our tech that the 17" buffer had been used originally in all polishing areas. We insisted on rework to make sure our customer was happy. the member knew that that our General Manager was not going to stay for the remainder of the day to watch the work being done and that we would give her the last word regarding the completion of the job. After 5 plus hours, our tech completed the rework, and the member said she was happy with the job. I attempted to contact her to make sure she was happy, but with no return calls I assumed her acceptance since she had said she was good to our tech. After the member's Angie's list review, which completely surprised us, our General Manager attempted to contact the member again with no reply. We stand behind the quality of our work and guarantee customer satisfaction."