My beef is with the head office in Perth WA. We got them to remove and re grout our ensuite with epoxy grout. Basically the lovely technician just made a mistake and forgot to add the hardening agent to the epoxy. So at the end of waiting the 3 days after he finished, you just touched the grout Lines with your finger it just fell out. So I called the girls in WA told them of what we now had, she apologised and said that she would get the “head grout technician” to call us back straight away. She asked us to send a detailed email, pictures and if possible a video which we did. After waiting 4 days and heard nothing, I called again - the same girl. Did not know (or remembered) our name let alone our issue. After she looked us up, she said she would call us back straight away after calling her manager. I told her that I expected this issue attended to and fixed within the next 48 hrs. No call came. The next day I called back again, same girl and agin did not appear to recall over conversation some 18 hrs earlier. She placed me on hold (disconnected me). I called back straight away and got another girl who said that she would get the other girl to call me back. She did 5 minutes later to tell me that she could get someone out to re grout again in 15 DAYS,!!! I now was quite angry and demanded to speak with a manager. She said she would email him straight away to get him to call me. She called me back 10 minutes later to say another technician would attend tomorrow to re grout correctly. I told her that I still wanted to speak with a manager, but that I appreciated the technician coming tomorrow. He arrived on time and fixed our shower. I emailed the grout guys to tell them of my dissatisfaction in service from their office side. I said that I was still waiting to speak with the manager, still waiting for an apology. Look I know mistakes can be made, but own them, genuinely apologise but as of 72 hrs after emailing and having our shower repaired after starting 10 days earlier it is fixed but no contact from the head office over on WA of The Grout Guy! Really poor form and pathetic The Grout Guy. Both technicians were lovely but the head office is a joke, not customer focused . Stay away from this company. Deal with local companies!!!
Post Script - Nick from the grout did call me back after he was emailed an advance of my review to admit that the whole issue was his fault and that he dropped the ball. Thank you for that but honestly still not good enough. There seems to be a trend on bad communication here with the grout guy??

Approximate cost: $1045