Dan Godfrey
Steve, the owner, did a great job with the initial tile cleaning—credit where it’s due. Unfortunately, that’s where the professionalism ended. After waiting the full recommended time to shower, the grout shrank immediately. He came back under his “warranty,” and the exact same thing happened again. From there, it was a full-on ghosting act. Here’s the list of 11 missed appointments, cancellations, and excuses: April 25 (AM): Canceled – “Issue at son’s school” April 25 (PM): No Show – “Still at school” April 27: No Show – “Flat tire” May 12: No Show – “Delivery running behind” May 13: No Show – “I thought we said Wednesday” May 19: Canceled – No reason May 20: No Show – “Picking up epoxy” May 23 (AM): No Show – Promised afternoon May 24 (PM): No Show again May 29: No Show – Technician was coming (Steve “hurt his back and is out for a month”) May 30: No Show – Same “technician” who doesn’t exist, but this time Steve said he’d issue a refund After promising that refund for over a month, blaming the delay on his phantom “office manager” and asking things like “Has it come through yet?”... he changed his story. He then claims he wants to “contract the work out” instead. When I declined, he responded with 'since you’re refusing, I’m not giving a refund.' This “contracting out” excuse was already tried once with the imaginary technician. Now, in a last-ditch effort, he claims I have structural damage, which he and I both know I don’t have. I re-grouted the area myself after all this drama… and I’m a rookie! It looks and holds just fine. Bottom line: tile cleaning was good, but the follow-through was a disaster. Steve makes promises, dodges accountability, and fabricates stories. If you're considering The Grout Express, know this: once he’s paid, you’re on your own.
