St. Charles remodeling company replaces defective grout

St. Charles remodeling company replaces defective grout

Member Complaint

I hired Jackson Custom Homes & Remodeling of St. Charles, Mo., to remodel part of my kitchen.

I’m having problems with the grout that was used on the ceramic tile floor and backsplash. It started cracking and chipping within three months of installation.

I contacted the owner, Frank Jackson. He came to my home and took a picture of the problem area. He said he’d contact the manufacturer of the grout to see if it was defective.

I haven’t heard back from him, and the grout continues to crack and crumble. I would like to receive a $5,000 refund so I can hire someone to tear out all the flooring and install a new floor.

Linda Wehner, Fenton, Mo.

Provider Response

We contacted this customer on the day that she filed this complaint. We are in the process of setting up an appointment for a third-party professional tile setter to view the problem with the grout to determine the cause and the solution to the problem.

We will do whatever it takes to repair the cracking grout. We apologize that this has taken too long.

Mary Jackson, office manager



Editor’s Note: The company replaced the grout, and the member considers the matter resolved

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