The Grout Medic
reviews and complaints

Contracted for a steam cleaning, caulking, grouting and steam cleaning. Estimate was higher than expected but agreed to it because a "professional" was doing it. Two days turned into 5 days with them having to remove everything they installed the first 2 days. There are plenty of pictures attached. I feel we gave ample time and shared our concerns daily with those who worked here, in all there were 7 different people. I feel that was part of the problem, no consistancy and very few with any any experience. I understand that it is hard to find good help but we did expect at least a average job.

I had both The Grout Medic and Grout Smith come to my home for estimates.
The person from Grout Smith showed me how the tile would look in my shower and it was excellent.

I assumed that it would be the same from The Grout Medic and since they were recommended I went with them.

The shower tiles didn't match the one did by Grout Smith and when I told the worker that he said it had something to do with the oils on feet. Sounded ridiculous.

The owner said he would come on Monday to take care of everything. He came on Monday, I was not there and he worked on it and said he would be back on Wednesday. He never showed up. I called him several times as well as emailing him. No reply.

I contacted their HQ and spoke to a woman there who told me they have to email him and to call back in 24-48 hours which I did . No reply from Bill Glennon, the franchisee.

Today I called their HQ again and two women were very rude to me and had no idea what was going on. Very unprofessional.

On March 30, 2016, we had Ruben Cruz and his son, with The Grout Medic in San Antonio, TX, come in and regrout / reseal all of our tile kitchen counters and walls. They told us the seal would last up to 10 years and I was very excited about the finished product. We waited 4 days before using our kitchen, and when wiping the surface with a lightly damp sponge, I noticed a lot of "gray" areas where the water was not "beading up" and the grout was absorbing water. I called Mr. Cruz, and he returned to apply more sealant. Two and a half months later, it is obvious that the sealant he used was exceptionally poor quality, even after 3 or 4 coats. There are very large areas that absorb fluid and do not bead up to protect the grout. We were especially concerned about the area behind the kitchen sink and mentioned that to Mr. Cruz. Howeve, we now have to put absorbent cloth behind the kitchen faucet and sink so the water doesn't get soaked into the grout. The grout is turning colors and looks horrible in spots. I can't tell you how disappointed I am because the goal was to keep the current tiles and not tear the whole kitchen apart and go through the expense of installing new counters and backsplashes. I thought The Grout Medic was a member of the BBB, but I can't locate them anymore to make a complaint. The only desirable solution is to have someone (not Mr. Cruz) come in and regrout again and use a much better quality sealant. My husband and I are elderly, I am disabled, and neither of us are up to doing this ourselves. We paid $650 for a botched job that is so heartbreaking to me especially since I'd been wanting the counters cleaned, regrouted and sealed so they wouldn't be so hard to clean. I definitely picked the wrong contractor.

Very expensive, results were nothing like what we were led to expect, unsatisfactory experience. Some advice if you do hire this outfit:
1) Do NOT sign the "certificate of completion" they will present without warning as they are leaving.
2) Make sure that the writing on the contract is legible, and that every service to be done is spelled out along with its price.
3) Read the contract's fine print VERY carefully, front and back, and make sure you are TOTALLY comfortable with EVERY disclaimer. Verbal assurances to the contrary are worthless.
4) When you get to the part where it says "If you're happy, tell your friends. If you're not happy, tell us" be sure to have a good chuckle.
Good luck, you'll need it.

Allen Peters of Grout medic gave me an estimate for my master bath shower to have the grout removed and replaced and sealed.I had a coupon which reduced the price and a teacher discount. The job was $499. very high price for the job.I was in a hurry to have it done and should have done my homework and read the reviews about this horrible company and the man behind it.He did not do the job.He only did the walls.NOT THE CEILING or the floor.Who would do this...Evidently this man and this company.The mess was a mess.The worker said that Allen does this all the time.He said that he would fix the job for $100. more.This company is the worst ever.Please do your homework and hire a real company.NOT GROUT MEDIC!

I hired The Grout Medic of Mckinney, TX to replace some loose tiles in my bathtub that were about to fall off due to water getting behind the tiles. I called The Grout Medic and spoke to the franchise owner, Allen Butz. He came out and told me that the bottom two rows needed to be replaced. The tiles were so loose that he said his installer could probably remove the tiles without breaking them.

I could then clean the adhesive off the backsides and they could reuse these tiles. These tiles were a discontinued style so if were not able to reuse them, we would have to use some tiles that did not match or redo the whole bathtub with a different style tile.

His tile installer, Jeff, came over and removed the two bottom rows of tiles and was able to get them all off without breaking them. Over the next couple of days, I spent about five hours soaking the tiles in an adhesive removal solution and scrubbing them to get the adhesive off. This was very time consuming as the adhesive turns hard after it dries.

Jeff came back several days later and started replacing these tiles back onto the wall of the bathtub. As I watched him, I noticed the tiles he was replacing were very uneven and that the lines did not match up as they should have. I questioned him about this as it looked like shoddy workmanship. He made some excuse that this was the way they had to go on.

During his time installing the tiles, he became very frustrated and used profanity quite often. I realized he did not really seem to know what he was doing. He was constantly going outside to use his cell phone and smoke and seemed not to care too much about his work.

When he finished, I was very displeased with the work (see photos) and told him that the tiles did not line up property and were crooked. He said there was nothing he could do about it. He left and I called the owner, Allen Butz, and told him that Jeff did a poor job installing the tiles and that I would like them removed before the adhesive dried and then re-applied by someone else. Allen said he did not have time to come over and remove them and that Jeff was his only installer.

A couple of days later, after the adhesive on the tiles had already dried, I was finally able to get Allen to come out and look at the poor job. Allen admitted that the job was done poorly and that he would be displeased if this work had been done on his bathroom.

He said that since the adhesive had dried, the tiles probably could not be removed again without breaking. I complained to him that I had tried to get him to remove them the day they were installed but he was unwilling to do this.

I was very upset as I had already paid $225 for the work. I called the corporate office and they said I had to deal with Allen as he owned this particular Grout Medic franchise. I finally had another tile company come out and they could not believe the poor job that was done and said that someone definitely did not know what they were doing.

The rep for this other company said in addition to the poor workmanship, the third row from the bottom should have also been replaced, as those tiles were loose also. The rep tapped on the tiles to show me this and sure enough, they were loose. The Grout Medic had only replaced the bottom two rows and had missed the third row.

I got an estimate from this other company to correct the shoddy work that The Grout Medic had done. The estimate was $500 if they were able to remove the two rows of tiles that had been replaced without them breaking. If the tiles broke while they were removing them, they would then have to replace all the tiles in the bathroom with a different tile since the tiles I had were no longer made. If this were the case, the cost would be $840.

I sent a letter to Allen Butz along with the estimate and requested that he refund me the money I had paid them and that I felt I should be compensated for any additional charges I would incur from having to correct The Grout Medic's shoddy workmanship. He mailed me a check back for $225 but stated he would not pay for anything else even though had admitted that it was a poor job the installer had done.

I would not recommend anyone use The Grout Medic as their workmanship was terrible and they were very difficult to deal with. The corporate office would not offer any assistance as they said I had to deal with the franchise owner. This company has franchises nationwide.

I hired The Grout Medic of Mckinney, TX to replace some loose tiles in my bathtub that were about to fall off due to water getting behind the tiles. I called The Grout Medic and spoke to the franchise owner, Allen Butz. He came out and told me that the bottom two rows needed to be replaced. The tiles were so loose that he said his installer could probably remove the tiles without breaking them.

I could then clean the adhesive off the backsides and they could reuse these tiles. These tiles were a discontinued style so if were not able to reuse them, we would have to use some tiles that did not match or redo the whole bathtub with a different style tile.

His tile installer, Jeff, came over and removed the two bottom rows of tiles and was able to get them all off without breaking them. Over the next couple of days, I spent about five hours soaking the tiles in an adhesive removal solution and scrubbing them to get the adhesive off. This was very time consuming as the adhesive turns hard after it dries.

Jeff came back several days later and started replacing these tiles back onto the wall of the bathtub. As I watched him, I noticed the tiles he was replacing were very uneven and that the lines did not match up as they should have. I questioned him about this as it looked like shoddy workmanship. He made some excuse that this was the way they had to go on.

During his time installing the tiles, he became very frustrated and used profanity quite often. I realized he did not really seem to know what he was doing. He was constantly going outside to use his cell phone and smoke and seemed not to care too much about his work.

When he finished, I was very displeased with the work (see photos) and told him that the tiles did not line up property and were crooked. He said there was nothing he could do about it. He left and I called the owner, Allen Butz, and told him that Jeff did a poor job installing the tiles and that I would like them removed before the adhesive dried and then re-applied by someone else. Allen said he did not have time to come over and remove them and that Jeff was his only installer.

A couple of days later, after the adhesive on the tiles had already dried, I was finally able to get Allen to come out and look at the poor job. Allen admitted that the job was done poorly and that he would be displeased if this work had been done on his bathroom.

He said that since the adhesive had dried, the tiles probably could not be removed again without breaking. I complained to him that I had tried to get him to remove them the day they were installed but he was unwilling to do this.

I was very upset as I had already paid $225 for the work. I called the corporate office and they said I had to deal with Allen as he owned this particular Grout Medic franchise. I finally had another tile company come out and they could not believe the poor job that was done and said that someone definitely did not know what they were doing.

The rep for this other company said in addition to the poor workmanship, the third row from the bottom should have also been replaced, as those tiles were loose also. The rep tapped on the tiles to show me this and sure enough, they were loose. The Grout Medic had only replaced the bottom two rows and had missed the third row.

I got an estimate from this other company to correct the shoddy work that The Grout Medic had done. The estimate was $500 if they were able to remove the two rows of tiles that had been replaced without them breaking. If the tiles broke while they were removing them, they would then have to replace all the tiles in the bathroom with a different tile since the tiles I had were no longer made. If this were the case, the cost would be $840.

I sent a letter to Allen Butz along with the estimate and requested that he refund me the money I had paid them and that I felt I should be compensated for any additional charges I would incur from having to correct The Grout Medic’s shoddy workmanship. He mailed me a check back for $225 but stated he would not pay for anything else even though had admitted that it was a poor job the installer had done.

I would not recommend anyone use The Grout Medic as their workmanship was terrible and they were very difficult to deal with. The corporate office would not offer any assistance as they said I had to deal with the franchise owner. This company has franchises nationwide.