COMPLAINT: Jhana Porter, Houston

"I hired Brick Restoration Inc. to remove and replace the existing grout and mortar on both sides of a glass block window. Their worker, who was described to me as a "master mason," removed the existing caulk and replaced it with an off-color grout.

"Also, the grit was too coarse to match what was there. They sent him back out, but this time he applied grout over the existing off-color grout so the texture was uneven. I spent $480 for $20 worth of grout, thinking it would be hard to tell where repairs were made. It was a waste. My window still looks horrible."

DESIRED RESOLUTION: "I would like my money back so I can hire another company to do the work correctly."

RESPONSE: Betty Mooney, CFO, Brick Restoration Inc.

"We sent another mason, Max, who has been with us for more than 12 years. Max repainted and regrouted the entire window to match both color and texture.

"Additionally, the customer was informed that due to continued foundation settling, the expansion joint that runs right through her window will continue to crack and separate.

"Max repaired that with a flexible, expandable material to minimize the separation, but unless the foundation is stabilized, the window could crack again. This repair also matched the entire area. This was done at no charge."

STATUS: Resolved