Welcome, Janel.
First, tell us specifically - Brand name, make and model - what topical coating was used.
Second, tell us specifically what grout was use in the installation.
Third, tell us how large an area we're talking about here.
Forth, tell us why the contractor is not doing this removal. This is something you are not likely to wanna do yourself and if the application was not done correctly it's not something that you should even be considering doing yourself.
My opinion; worth price charged.