COMPLAINT: Ed Mullen, Land O' Lakes, Fla.

"I hired Alan Hamilton Ceramic to replace ceramic tile in the entryway, hall and kitchen of my house. The shade of the grout varies considerably across the floor - even between individual tiles.

"I brought this up to Alan about three weeks after the work so the grout could cure. He came in to fix the problem and regrouted certain regions.

"I allowed four to five weeks to pass to see if the color would blend in as the grout cured. But, in fact, the problem is worse than it was originally.

"I asked Alan and the grout manufacturer to come by my house and look at the problem together. Alan never showed up. The manufacturer of the grout said Alan canceled at the last minute."

DESIRED RESOLUTION: "I would like the entire area regrouted so the shade is consistent."

RESPONSE: Diane Hamilton, owner, Alan Hamilton Ceramic

"To our knowledge, there was never an appointment made. The last paragraph of the member's report simply did not happen unless there was a breakdown in communication between the manufacturer rep and the member.

"He has not contacted us personally about the appointment. We will be at his home at a set time to resolve this issue."

"One hundred percent of projects cannot end perfectly 100 percent of the time. We take major steps to avert problems of any sort and solve the ones we cannot avoid.

"When a problem does occur, we meet with the customer and resolve it. We will be glad to do whatever is within reason and industry standards to make him happy."

STATUS: Resolved

Editor's note: Mullen informed Angie's List he was satisfied with the new grout color.