- Report: #1328348
Complaint Review: Mapei grout products - Nationwide
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Author Confirmed
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Mapei grout products
Nationwide, USA
Web:
Mapei.com
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Mapei grout products Bad product and even worse customer service Phoenix AZ Nationwide
purchased Mapei grout ptoducts for a tile flooring job I had of over 1000 sqft in three seperate rooms completeing one job through grout before starting the next room. with in 2 month of completion of the job the homeowner noticed that the grout was flaking out and soft and powdery. Stopped in the Tempe plant and ask them to test his grout that I had left from the job. they tested it and contacted me about 2 weeks later and said they would send someone to the job to see it. when he arrived 2 weeks later he offered me no card (which I asked for) said he didn't have any on him and we proceded into the customers house and looked at the grout and in 2 minutes we were done and walk outside showed me the test sample and it was hard and said you must have put too much water into the grout. I have been doing tile work for over 30yrs and mixed this same grout on this job three different times for each location. well I can see that maybe once but not three times on the same job. Anyway he left total time spent with me 20 minutes tops. received an email three weeks later stating nothing more than send writen estimate for re-grout. So i did along with what it would cost including moving the furniture. the estimate was bare bones cost on my part. Three weeks go by so I send them an email and ask what the status was and day later said was in final process would be another week or so 2 weeks later I get a letter stating that I was my fault and there was nothing wrong with the prouduct. The report was filled with false information like it was over a year old (not... 4 months) I went into the plant insisting that this be taken care of and tested ( which is an outright lie ) I went in and ask what is the procedure for what has happened. I wrote them back after receiving the report stating all the things that were mis stated and never herd back from them again. needless to say I will NEVER EVER use ANY PRODUCT from MAPEI. it cost me 1000 to redo the job right with different grout. I have never had a problem like this EVER. For as big as this company is you would think they would have a better CUSTOMER SEVICE. STAY AWAY FROM MAPEI PRODUCTS
1 Updates & Rebuttals
MAPEI Technical Advisor
Deerfield Beach,Florida,
USA
Response from MAPEI
#2UPDATE Employee
Thu, April 27, 2017
I'm sorry for your experience with our grout. I spoke with our folks in Tempe and they remembered you and your issue. Their recollection is that they mixed a sample of the remainder of the product you brought with you and made what we call a 'fondello", a round container of grout that lets us determine the color and if the product is unusually soft. You came back the next day, they showed you the fully hardened fondello of grout and gave it to you at your request. I've also looked at the site report pictures and the response we sent you. Typically grout is soft for two reasons. One, too much water was added to it. Two, the grout is old or has sat open. We didn't find any reasons to suspect that the grout itself was defective, I'm sorry you did not care for our response. I'd be happy to give you a voucher for some free product you can use on your next job, email us at the Technical Services link here and let them know that Dan had communicated with you on this website.
