What a mess. Sorry for your troubles, these things just shouldn't happen. Here's what I advise you to do: Write down the original problem, then each blunder that followed. Have it ready in an email. No emotion. Just the details. 1) This is what we ordered. 2) This is what was installed. 3) This was the problem with the installation. 4) This is what was done in an attempt to repair the problem (vinegar, stain, paint). 5) Is there a way to repair what has been done so we can have what we wanted in Step 1)? 6) If there isn't, what is the best course of repair so you can be made whole? (Full grout removal and replacement?) 7) Is their an alternative course of repair? (Mask it with Aquamix Grout Colorant?) Now one thing, you certainly don't want to use the AquaMix colorant if you don't like any of the offered colors. Call Custom's tech department. Ask the tech for his email address and while you are on the phone, fire off the email to him so he has the details in writing. I've even emailed photos to techies whole on the phone with them. Have your discussion, and have the tech reply to you in writing via an email. If the tech can't assure you that repairs can be made to the grout "as is", then have him write that the only way to get a proper installation is for the grout to be removed and replaced. The goal is to get specific answers back from him in writing. Some tech guys can suffer from the "I don't know" syndrome, and it's fine if they do...but they still have to recommend a final course of action. The point-of-view I use when dealing with tech support is that if they can't assure me that everything is okay, well, then it's not okay. And if it's not okay, the best course of action is usually full removal and replacement. With it being replaced, then you know it's okay. Your do have a few choices. One would be to have the grout removed and then new grout installed. That would "make you whole" in terms of you getting the installation that you originally wanted. One of the risks with that is when removing the grout, sometimes the tile edges can get nicked here and there. Any damage to the tile can just make this whole experience sink further into the abyss. Small nicks to the tile might not be a huge issue if the tile is a through-body color tile, ie, the color of the "inside" of the tile is similar in color to the surface color. An alternative repair, and it is a "repair" versus "making you whole", can be attacked on two levels, but the overall "repair" is using a grout colorant over the grout you have. Not a grout stain, but an epoxy-based grout colorant. I don't use colorants often, but when I do it's Aquamix Grout Colorant. AquaMix is a product from Custom, so it'd be right up the tech's alley in terms of a product that he could recommend. But again, you have to like one of their offered colors to want to use the product. One level of repair depends on the "paint added to the grout". I'd get an answer from Custom Tech on this. Is the grout okay? Will the paint prevent the epoxy colorant from adhering to the grout, etc? Will the stain used create adherence issues? If the messed up grout is a concern, would a proper repair be for then to remove the polluted grout from those sections. Install new cementitious grout. Then the grout colorant can go over the entire floor? It's difficult because your proper repair is removal of the grout and installing new grout. But the nature of that repair can cause damage to the tile...and sure, damaged tiles can be pulled and replaced. But does your C/H have the ability to carry out a repair like that without causing more problems? Your interaction now is pretty much between you and your contractor/handyman. Sure, your tile guy did the installation. But once your C/H jumped in with the paint and stain, he sort of absolved the original tile guy of all his installation sins. The fact that your C/H followed bogus advice from the tile store versus calling the grout manufacturer's tech department for repair advice, that's all on your C/H. He can certainly blame the sales guy at the tile store for giving him bogus advice. But that's not a concern to you. Let the C/H argue with the sales guy about that. Only your C/H is a concern to you, he's the one you hired, he's the one who really buggered up the installation. He should have done what you're going to do...and what it says on every bag of grout to do...if you have problems, call tech support. Sorry for the wordy reply. This is one of those cases where I was interrupted by several phone calls while typing, etc...ramblin' man...oh yes oh yes oh yes...oh nooooo.... Custom Customer Support 800-272-8786 Custom Technical Services 800-282-8786 Good luck.

I recently tiled and grouted a tub surround. This was my first tiling project (part of a complete bathroom renovation) and I used Laticrete SpectraLock epoxy grout because of its stain resistance and low maintenance. The grout lines are 1/8 inch. I've never used regular (non-epoxy) grout, so I can't compare the two. But the SpectraLock was not difficult to use - just follow the directions, especially regarding time. I bought the SpectraLock from Lowes in mini plastic buckets. Each bucket includes the two epoxy components, a pair of latex gloves, and a sponge. The color component - colored sand - is sold separately in one-quart milk cartons. I have a two-year-old son and four-year-old daughter, so frequent interruptions are the norm. A good tip I read on John Bridge's forum is that mixed epoxy grout can be saved for later use by placing it in a zip-lock bag and freezing it. When doing this, place the grout-to-be-stored in the freezer immediately after mixing it. From my experience, if you mix the grout, use some and then decide to store the remaining grout, chances are that it will have cured too much in the bucket and will not spread smoothly after the freeze/thaw cycle. When using the frozen grout, I simply cut off what I needed with a hammer and cold chisel and kneaded it to a smooth consistency after it warmed and softened. I used grout that had been frozen for 5 days. Regarding caulking: Laticrete makes color-matching 100% silicone caulking sold under the Latisil brand. However, Lowes does not sell this. Instead, they sell an acrylic caulking from Laticrete. You can buy Latisil on-line or at tile suppliers who sell Laticrete products (see Laticrete's website for both). Latisil is more expensive and more difficult to use than acrylic or latex caulking, but far superior.

Grout sealer will make the problem worse normally. A grout stain will probably work. I would tell you the stain that I would recommend but we get banned from forum for helping people. This color difference can be one of two things..maybe three. Too much water during wiping....inconsistent water mixture...different dye lots of grout. There is an excellant stain out their that will work...it can even be color matched to the grout you expect it to be...

It's okay, guys. We've decided to stain, seal, and say the Serenity Prayer. ;) I understand everyone's viewpoints. For me, it was a battle between whether I want to NOT be a doormat vs. just having faith that everything will turn out fine. The sales person who sold us the home and the foreman have come back saying that the stain and seal are actually the more expensive route they're taking. Our foreman says that he will personally make sure the grout guys do everything right this time AND he will also personally make a "kit" for us for future use, in case we need it. They've also asked us if we'd be available to meet the Rep from the company where the stain & seal are coming from, so that they can explain everything to us so that we're comfortable and better understand how well it works. Yes, we wish they'd offer to swap or compensate us for the mistake......but I'm just grateful that they're trying to take the time to help us feel like they're not just trying to "shoo us away". We put most of the money towards the flooring and the kitchen (flooring mostly), so that's probably why it was the most upsetting for us. My husband and I just want to make sure that they're not going to make it worse. He IS the breadwinner and I believe he deserves to see his money put to good use. YES....we aren't getting a "custom"/"luxury" home. And we should just accept minor mistakes. But what people need to realize is that for some of us...this is the CLOSEST to a luxury home we might ever get. The money for this was hard to come by, so I truly hate that we probably are being pains in the a**es. Never wanted that to be the case. Never wanted a bad relationship with our builders. We just thought we were in our right to push for what we believed was fair...especially since it's a BIG investment for US. We're not rich. We're not poor. We're just happy to be able to build a new home. No matter what, it'll still be a better house than our old 1950s house that constantly needed repairs. As for the tile....I guess we could have just let it go and not get all bent out of shape about it. But I think part of it has more to do with stress piling on. I don't know. Either way, we're moving on and hoping for the best. If anything, I've already had it in my head that if they change the look of the tile, I can always repaint the rooms or do something differently to make it look better. Overall, I don't think it looks horrible; just not what we wanted. It's fine. As long as the house doesn't fall apart on top of my children, I think we'll be golden. ;) Thank you all for your input and encouragement. I was surprised to see and hear how many people pushed for us to speak up and make sure we got refunded/discounted/compensated...on Houzz and in person. It's good to know that we weren't the only ones who felt they needed to make amends in some way. If anything, this has been a humbling experience...and a growing experience. At the end of the day, I'm not going to lose sleep over it. It's grout for crying out loud. lol! Can't complain too much, even though I feel like we had a right to bring up concerns and frustrations. Again, at the end of the day, it's better than what we had. It's not a luxury home.....but it's more "luxurious" than our old home. And yes, our expectations may have been high; but that's because we've never known of new-builds before; and since we ARE spending a lot more money than we're used to, we expected them to do everything right. Might have been foolish to think that....but we are novices. Ya live, ya learn eh?