Ripped off w/ tile/grout cleaning - what to do?

[momsavealot]

I paid $400 to have my tile floor (eat in kitchen/foyer/bathroom) cleaned ($200) and sealed ($200). It was Oxi Fresh. I had never had this done before and I was mostly concerned with the grout, something I had unsuccessfully tried to clean myself in the past. They came and told me that the area was bigger (of course) than the estimate ($300) they gave on the phone. Fine. They said the stains should come up no problem and it would take 1.5 hours. Three hours later, they say they're done. The floor is still wet and I can't/shouldn't walk on it. There is a 6 inch rim around the room still dirty that they say they can't reach because of their machines. Hmmm? The tiles look great but I can't tell about the grout - it's still wet from the sealing. So, I pay them. Next day, I feel robbed. Much of the grout is still stained and shoud never have been sealed. In fact, had I known it would not come up clean, I would never have agreed to pay $200 to seal it in. I call the main number and complain about that and the 6 inch dirty perimeter. After $400, I shouldn't have to clean an inch of my floor. Anyway, the guy wants to come back and make it right, but I don't know whether to trust him or just ask him for a partial refund. BTW, the next day, I had called my credit card company and filed a dispute on the transaction. I have already forwarded pictures to Chase and said that I am looking for a $250 refund ($200 for the sealant and $50 for the dirty rim), but I would be willing to settle on $200. What do you guys think? Sorry for the vent and thank you to anybody that reads this!

 

[BridgetBordeaux]

Sorry you are disappointed in the quality of their work. Your compromise refund offer seems reasonable to me. I hope that you are able to get things settled sooner rather than later.

 

[Blue.Fairy2]

why are you settling for half when the job was not done?

 

[The Iron Giant]

Its a lot of work, but you can lightly sand the grout with sandpaper to remove a fine layer of grout (and the stains).

It will leave you with grout that looks brand new which can then be sealed.

 

[momsavealot]

why are you settling for half when the job was not done?

my husband said the same thing but they were here for 3 hours that day, and they did clean something. I would rather be done with this mess (no pun intended), and I think they would be more willing to give me some (and not all) of my money back.

 

[momsavealot]

Its a lot of work, but you can lightly sand the grout with sandpaper to remove a fine layer of grout (and the stains).

It will leave you with grout that looks brand new which can then be sealed.

Thanks! We're not handy at all but I think I'm going to look into this!!

 

[BridgetBordeaux]

We also had a neighbor who sanded down the grout just a bit to reveal a whiter surface.

 

[Blue.Fairy2]

my husband said the same thing but they were here for 3 hours that day, and they did clean something. I would rather be done with this mess (no pun intended), and I think they would be more willing to give me some (and not all) of my money back.

so???? they were there to do a job which they did not do.

If my husband took back a piece of furniture he had restored and told the customer sorry I only did a half job restoring the finish but I went ahead and put a finish on top of that anyway because it took me 3 hours to do what I did so pay me half of what you owe me....I think his customer would burst out laughing first, then tell him go jump off the nearest bridge second.

It does not matter that they were there 3 hours or 8 hours they contracted to do a job and that job was not completed to your satisfaction. They should either return, if you allow that, and finish the job to your satisfaction or give you your money back in full if not so you can have it done by a company who knows what they are doing.

sorry if this sounds like a rant but I can not tell you how many times DH has had to undo the mistakes made by so called Furniture Refinishing Companies that have virtually ruined someone's fine antique.

A lot of these companies are franchises that people buy and go to a 1-2 week course going over the basics or sometimes just the companies rules.

Then they think they are "qualified".

stand your ground get a full refund.

Just googled oxy fresh and it is indeed a franchise and here is a link to their training it is even worse than most (14 hours total!!!!):

http://oxifresh.com/FranchiseInfo/DiscoveryDay/

 

[momsavealot]

BlueFairy2,
Thanks for the advice! Wish I had received it prior to filling out my credit card dispute form. Unfortunately, on that form, where it asks how much of the transaction dispute you are disputing, I answered $250. So, I guess I just screwed up again (the 1st time being when I paid the $400)! Oh well, I'm going to call the OxiFresh guy today and tell him I'm not interested in him coming back to the house but a refund. I'll see what happens! Again, wish I had talked to you FIRST!

 

[Blue.Fairy2]

I wish you luck, I think it is terrible how these companies do business, basically pretending to be experts when really they are getting on the job training at the customers expense.

Can you call you CC?

And Take pictures! especially of the 6 inch rim around the edges (why they did not tell you there would be one is beyond me...did their equipment change from the estimate until the time they did the work? I think not lol )

 

[ceecee]

I had Stanley Steamer clean my grout as well and it was around $350 and it's still not the cleanest! I bought some grout cleaner at Lowe's and used a brush, hard work but it did a pretty good job, our problem is the previous owners tried to "paint" the grout a darker color, I may try the sanding!

 

[Blue.Fairy2]

Momsavealot-

how's it going? any resolution?

 

[fab5friend99]

Be sure and file a complaint with the BBB so others in your area will know about the quality of work that francisee does.

 

[momsavealot]

Momsavealot-

how's it going? any resolution?

My credit card company dispute dept. tells me I have to allow the merchant back to rectify the situation. Otherwise, I have no case. I told him I was nervous that the merchant was going to do damage to the floor and then be out even more money. I know the merchant wants to come back so I don't know what to do. I guess my only choice is to walk away and learn my lesson or let Oxi Fresh back into the house and see what they can do. UGH!!

 

[winnapooh]

If you have the same company come back and fix it, I would recommend that you have them sand/clean the grout, then insist that they show it to you before they seal it. That way you can catch any mistakes or areas that need to be fixed before it's sealed. Also, at that point, if you are still not satisified with their work, you can tell them not to seal it.

It's not difficult to seal grout yourself; you can buy it at Lowes or Home Depot, and you can use a foam brush to put it on.

 

[deva]

Not sure about this particular operation, but there are a lot of small business owners who do actually want to "make things right". I think you should allow them back, but ask them exactly what they plan on doing and tell them that you want their best guy on the job - not the same crew you had the first time. Hopfully you'll be pleasantly surprised. Good luck.

 

[Blue.Fairy2]

Not sure about this particular operation, but there are a lot of small business owners who do actually want to "make things right". I think you should allow them back, but ask them exactly what they plan on doing and tell them that you want their best guy on the job - not the same crew you had the first time. Hopefully you'll be pleasantly surprised. Good luck.

While that is true, my husband and I own our own small business, and I hope it is the case here, a lot of these franchisees are in it for a quick buck and could care less basically.

They did not disclose to her there would be a 6 inch border around the room when they estimated the job that alone makes me wonder if they would indeed do a job that I would want in my home. Like the OP said I think I might be afraid they would cause more damage on the next trip.

OP

Have you called the better business bureau?