Eco Marble and Granite

To Whom It May Concern-Please see the attached documentation for the case# [redacted] The piece of countertop in question is between walls (there are no open sides except the front of the countertop)There is a small gap between the walls that the client is not happy withGranite/Quartz countertops do not bend in any way possible so when installing between walls if the client does not want their drywall severely damaged there will be slight gaping between the wall and the piece itselfWe always recommend when going this route that the client either installs tile backsplash or a granite backsplash in order to cover the gap createdWhen working with drywall as well the drywall will flex in the heat and cold and is not going to be 100% plum (straight) even though the granite is cut straightThis will also cause a gap to incurBased on the Marble institute of America this gap is an allowable gap with it being between walls.Eco Marble & Granite tried on multiple attempts to correct this issue for the clientWe recommended a quartz backsplash that we could install that would cover the gap, we offered to cut a new piece but informed them that the drywall would be damaged during installation, we even offered a quartz backsplash for the entire kitchen so it would all matchThe client would not accept any offer givenThey paid a little over 50% of the job on 4/7/(copies of payment attached) for the depositThe $ [redacted] deposit does not cover the cost of the material or labor provided on this jobWe have never refused the final payment of $ [redacted] from the client, we have tried to collect this multiple timesThis amount due is for the material and services provided and in total is more than the piece in question.Eco has also tried to collect the balance on this property multiple timesWe are not threatening any client with a lein on the house but after unsuccessful attempts to collect the final payment that is the legal action that we have to take moving forwardEco has done/ offered everything possible to help this client but the client was unhappy with all options provided.The clients hired a designer (Circa Studios) to select their color and schedule their jobCommunications were done between both their designer and the homeowners themselves

Eco just completed installation of counter tops in our house on Friday, August I want to commend Brittany R***, the first person we met met at the officeOur installers were Joe and Edgar, who did an outstanding job installingThey were courteous and professionalWe highly recommend them for their attitude and workThank you for a great experience

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The two countertop installers did not ask me to cut the pipe They told me they needed to cut the pipe to install the counter and I said OK While they were cutting that pipe, they cut another pipe (the hot water main) that caused the water damage I also invited him to my home to see the damage himself but he declined I did not ask to have them cover the cost of the pipe that needed to be trimmed down I asked them to cover the cost of the plumber that had to come out immediately that day and replace the hot water main pipe as well as the pipe itself This cost was $ He not only refused to do so but hung up on me Additionally, he did NOT contact [redacted] I did They drilled multiple holes in my drywall, removed sqfeet of insulation under my home from the water damage, placed two dehumidifiers and three fans, removed all of the baseboards, kickboards, and shoe molding The water damage also removed the finish on my floor in the kitchen that had just been completed the week before Again, in attempting to convey the extent of the damages, he refused to have an adult, professional conversation and hung up the phone He did not even have the decency to apologize for the damage and has refused to pay for the damages resulting from the water damage Finally, nowhere in the contract does it say that they are not or will not be held responsible for any damage caused by them This whole situation is completely ridiculous and I am the one who is suffering the consequences I had no kitchen and no water for over a week The kitchen is still in shambles and there is still no insulation under my home Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowSee attached documentMrs [redacted] mentioned that from the start of service the company was aware of how the faucet would be put inWhen she followed up about the issue she spoke with the office manager and was informed that the paperwork that was input befor the installation wasn't looked at prier to the measuring of the sinkTherefor leaving the faucets to not line up like they shouldAfter reaching out to the company and them not trying to help resolve the sink measurement issues Mrs [redacted] stopped payment for the servicesShe mentioned the company told her if she wasn't happy to take them to courtSince she stopped payment of the services she stated that the company has sent a letter stating they will file suit against her Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.It does not offer resolution and is just informational We are still left with a poorly provided product and service and are expected to provide full payment The compensation would come at our expense as the consumer, not the business, who is at fault Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The business has not been truthful in stating that they provided what I orderedHad they provided what I ordered I would be satisfiedMoreover, when I ordered the specific edge they never said they could not provide it as it would chipThat is a complete fabrication not substantiated by anything in writing anywhereMoreover, they did not address the fact that they shorted me two countertops for which I paid and that they never deliveredThis is not an offer, nor is it a resolutionPlease advise on any next steps I might take to attempt some real resolution, as this company is very unethicalThey quoted me a price and then only delivered part of the order, and the part they did deliver does not resemble what I orderedThis is not honest business Regards, [redacted] ***

To Whom It May ConcernWewere originally scheduled for Granite Countertop installation on Friday, February forMrs [redacted] ’s KitchenMrs [redacted] had paid for our company to provide removal and disposalof her existing countertops as well as install the new countertopsIn an email and contractdated 2/10/we reminded Mrs [redacted] that we do not provide any plumbing services so shewould need to have her plumbing taken care of prior to our installers coming outMrs [redacted] had the plumbing disconnected prior to our arrival, but after removing her existing tops mygranite installers noted to the homeowner that her new sink was too deep for the currentplumbing and we would not be able to continue our installation until it was taken care ofThehomeowner then approved for my installer to cut down the plumbing being fully aware that wedo not handle plumbing and that we could not be held liable if something happenedAftercutting down the pipe and having a leak in her home we immediately called [redacted] to takecare of any water damaged caused the same day the leak happened and paid out of pocket forthe repairs in the amount of $500.Mrs [redacted] is now requesting that we cover the additional plumbing costs required that wewould have never been involved in from the beginning of the jobWe want to resolve anyconcerns/complaints with our customer’s in the best manner possible for both parties.We believe that we rectified the issue with the customer the same day the problem arose byfirst allowing our installer to cut the pipe per the homeowner request, then by hiring/paying [redacted] to come into the home immediately to fix the water damage caused.Thank You,Eco Marble & Granite

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The two countertop installers did not ask me to cut the pipe They told me they needed to cut the pipe to install the counter and I said OK While they were cutting that pipe, they cut another pipe (the hot water main) that caused the water damage I also invited him to my home to see the damage himself but he declined I did not ask to have them cover the cost of the pipe that needed to be trimmed down I asked them to cover the cost of the plumber that had to come out immediately that day and replace the hot water main pipe as well as the pipe itself This cost was $ He not only refused to do so but hung up on me Additionally, he did NOT contact [redacted] I did They drilled multiple holes in my drywall, removed sqfeet of insulation under my home from the water damage, placed two dehumidifiers and three fans, removed all of the baseboards, kickboards, and shoe molding The water damage also removed the finish on my floor in the kitchen that had just been completed the week before Again, in attempting to convey the extent of the damages, he refused to have an adult, professional conversation and hung up the phone He did not even have the decency to apologize for the damage and has refused to pay for the damages resulting from the water damage Finally, nowhere in the contract does it say that they are not or will not be held responsible for any damage caused by them This whole situation is completely ridiculous and I am the one who is suffering the consequences I had no kitchen and no water for over a week The kitchen is still in shambles and there is still no insulation under my home Regards, [redacted]

*** from the the business said they were out at the customer's on Monday and resolved the issue

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response from Eco-Marble was dated 4/8/ Today is 4/14/ We have had no contact from them, so the claim of calling us weekly with updates is false Also, after five weeks, they have not been in our area? We are miles away, not Since there has been no contact or updates, we don't know if the countertop will be repaired in a week or a year, so we reject this reply and would like someone to come here, even if they have to make a "special trip", right away
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.See attached documentMrs*** mentioned that from the start of service the company was aware of how the faucet would be put inWhen she followed up about the issue she spoke with the office manager and was informed that the paperwork that was input befor the installation wasn't looked at prier to the measuring of the sinkTherefor leaving the faucets to not line up like they shouldAfter reaching out to the company and them not trying to help resolve the sink measurement issues Mrs*** stopped payment for the servicesShe mentioned the company told her if she wasn't happy to take them to courtSince she stopped payment of the services she stated that the company has sent a letter stating they will file suit against her.
Regards,
*** ***

Dear [redacted]:
Eco Marble received the referenced customer complaint and
appreciates the opportunity to respond. Specifically, [redacted] complains that
the bathroom granite counter top was purchased and they noticed a small spot
that is flaking, powdery, and...

progressively getting larger.
 Research regarding
this complaint shows that a work order for scheduled repair was submitted and repair
would be made when Eco-Marble &Granite would be in the area in which we
would call [redacted] and assure the date and time is convenient.
Eco Marble and Granite policy is to do all repairs when we
are in the areas of the repair. However we have not been in his area since we
last spoke to [redacted], but I will put a call into him every week until we are
in his area to resolve this issue. I
Eco Marble sincerely regrets any inconvenience this issue
may have caused. Please feel free contact us directly at [redacted] if you
have any additional questions or concerns in this matter.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business has not been truthful in stating that they provided what I ordered. Had they provided what I ordered I would be satisfied. Moreover, when I ordered the specific edge they never said they could not provide it as it would chip. That is a complete fabrication not substantiated by anything in writing anywhere. Moreover, they did not address the fact that they shorted me two countertops for which I paid and that they never delivered. This is not an offer, nor is it a resolution. Please advise on any next steps I might take to attempt some real resolution, as this company is very unethical. They quoted me a price and then only delivered part of the order, and the part they did deliver does not resemble what I ordered. This is not honest business.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The two countertop installers did not ask me to cut the pipe.  They told me they needed to cut the pipe to install the counter and I said OK.  While they were cutting that pipe, they cut another pipe (the hot water main) that caused the water damage.  I also invited him to my home to see the damage himself but he declined.  I did not ask to have them cover the cost of the pipe that needed to be trimmed down.  I asked them to cover the cost of the plumber that had to come out immediately that day and replace the hot water main pipe as well as the pipe itself.  This cost was $100.  He not only refused to do so but hung up on me.  Additionally, he did NOT contact [redacted].  I did.  They drilled multiple holes in my drywall, removed 144 sq. feet of insulation under my home from the water damage, placed two dehumidifiers and three fans, removed all of the baseboards, kickboards, and shoe molding.  The water damage also removed the finish on my floor in the kitchen that had just been completed the week before.  Again, in attempting to convey the extent of the damages, he refused to have an adult, professional conversation and hung up the phone.  He did not even have the decency to apologize for the damage and has refused to pay for the damages resulting from the water damage.  Finally, nowhere in the contract does it say that they are not or will not be held responsible for any damage caused by them.  This whole situation is completely ridiculous and I am the one who is suffering the consequences.  I had no kitchen and no water for over a week.  The kitchen is still in shambles and there is still no insulation under my home.   
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
See attached document. Mrs. [redacted] mentioned that from the start of service the company was aware of how the faucet would be put in. When she followed up about the issue she spoke with the office manager and was informed that the paperwork that was input befor the installation wasn't looked at prier to the measuring of the sink. Therefor leaving the faucets to not line up like they should. After reaching out to the company and them not trying to help resolve the sink measurement issues Mrs. [redacted] stopped payment for the services. She mentioned the company told her if she wasn't happy to take them to court. Since she stopped payment of the services she stated that the company has sent a letter stating they will file suit against her. 
Regards,
[redacted]

To Whom It May ConcernWewere originally scheduled for Granite Countertop installation on Friday, February 19 forMrs. [redacted]’s Kitchen. Mrs. [redacted] had paid for our company to provide removal and disposalof her existing countertops as well as install the new countertops. In an email and...

contractdated 2/10/16 we reminded Mrs. [redacted] that we do not provide any plumbing services so shewould need to have her plumbing taken care of prior to our installers coming out. Mrs. [redacted]had the plumbing disconnected prior to our arrival, but after removing her existing tops mygranite installers noted to the homeowner that her new sink was too deep for the currentplumbing and we would not be able to continue our installation until it was taken care of. Thehomeowner then approved for my installer to cut down the plumbing being fully aware that wedo not handle plumbing and that we could not be held liable if something happened. Aftercutting down the pipe and having a leak in her home we immediately called [redacted] to takecare of any water damaged caused the same day the leak happened and paid out of pocket forthe repairs in the amount of $500.Mrs. [redacted] is now requesting that we cover the additional plumbing costs required that wewould have never been involved in from the beginning of the job. We want to resolve anyconcerns/complaints with our customer’s in the best manner possible for both parties.We believe that we rectified the issue with the customer the same day the problem arose byfirst allowing our installer to cut the pipe per the homeowner request, then by hiring/paying[redacted] to come into the home immediately to fix the water damage caused.Thank You,Eco Marble & Granite

To Whom It May Concern-Please see the attached documentation for the case# [redacted] The piece of countertop in question is between 3 walls (there are no open sides except the front of the countertop). There is a small gap between the walls that the client is not happy with. Granite/Quartz...

countertops do not bend in any way possible so when installing between 2 walls if the client does not want their drywall severely damaged there will be slight gaping between the wall and the piece itself. We always recommend when going this route that the client either installs tile backsplash or a granite backsplash in order to cover the gap created. When working with drywall as well the drywall will flex in the heat and cold and is not going to be 100% plum (straight) even though the granite is cut straight. This will also cause a gap to incur. Based on the Marble institute of America this gap is an allowable gap with it being between walls.Eco Marble & Granite tried on multiple attempts to correct this issue for the client. We recommended a quartz backsplash that we could install that would cover the gap, we offered to cut a new piece but informed them that the drywall would be damaged during installation, we even offered a quartz backsplash for the entire kitchen so it would all match. The client would not accept any offer given. They paid a little over 50% of the job on 4/7/2017 (copies of payment attached) for the deposit. The $[redacted] deposit does not cover the cost of the material or labor provided on this job. We have never refused the final payment of $[redacted] from the client, we have tried to collect this multiple times. This amount due is for the material and services provided and in total is more than the piece in question.Eco has also tried to collect the balance on this property multiple times. We are not threatening any client with a lein on the house but after unsuccessful attempts to collect the final payment that is the legal action that we have to take moving forward. Eco has done/ offered everything possible to help this client but the client was unhappy with all options provided.The clients hired a designer (Circa Studios) to select their color and schedule their job. Communications were done between both their designer and the homeowners themselves.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The two countertop installers did not ask me to cut the pipe.  They told me they needed to cut the pipe to install the counter and I said OK.  While they were cutting that pipe, they cut another pipe (the hot water main) that caused the water damage.  I also invited him to my home to see the damage himself but he declined.  I did not ask to have them cover the cost of the pipe that needed to be trimmed down.  I asked them to cover the cost of the plumber that had to come out immediately that day and replace the hot water main pipe as well as the pipe itself.  This cost was $100.  He not only refused to do so but hung up on me.  Additionally, he did NOT contact [redacted].  I did.  They drilled multiple holes in my drywall, removed 144 sq. feet of insulation under my home from the water damage, placed two dehumidifiers and three fans, removed all of the baseboards, kickboards, and shoe molding.  The water damage also removed the finish on my floor in the kitchen that had just been completed the week before.  Again, in attempting to convey the extent of the damages, he refused to have an adult, professional conversation and hung up the phone.  He did not even have the decency to apologize for the damage and has refused to pay for the damages resulting from the water damage.  Finally, nowhere in the contract does it say that they are not or will not be held responsible for any damage caused by them.  This whole situation is completely ridiculous and I am the one who is suffering the consequences.  I had no kitchen and no water for over a week.  The kitchen is still in shambles and there is still no insulation under my home.   
Regards,
[redacted]

Revdex.com spoke with [redacted] from the company and he stated when the consumer came into the shop he explained that the edges would need to be under cut so that they are not sharp or chip off. After the consumer left and the representative went to the consumer's home to measure, [redacted] stated that the consumer...

changed the plans back to what the consumer thought would look good before they were installed. [redacted] stated that there are no other counter tops and what the consumer ordered is what was sent and installed.