Galaxy Stone

At Galaxy Stone, we place a great deal of importance on customer satisfactionThis is reflected in our
year history without a complaint being filed against our companyIt saddens us greatly to have our
clean record marred bythis unfortunate
situation
Our business is to install seamless stone flooring; however, the individual filing the complaint was not
originally one of our customersThe connection is that he purchased a house wherein one of our
outdoor flooring products had been acquired by the previous owner for their patioThe new owner
called upon us to provide a reseal application
This service was performed as requested
As we make clear on our website’s Floor Re-Sealing page www ga axystone.biz/resealing (which our web
developer can vouch has not been edited since its launch in 2009), there is no guarantee or definitive
period that reseals should lastAs stated, “Resealing needs vary significantly depending on the area of
application, expected weathering, indoor vsoutdoor, etc.” We certainly do not provide a two year
guarantee for resealsThe process is very analogous to driveway sealingTwo years is a good average,
but a fair number of customers may opt for an annual application to maintain peak beautification
In this particular case, the patio is exposed to a level of sun and weathering that could require a higher
than average reseal rateAdditionally, the fact that the last couple of winters have been more severe
than usual and summer weather wetter has undoubtedly aggravated the issue in this case
The individual who performed the reseal for the customer is one of Galaxy Stone’s most experienced
installers, and the complaint calls in this case were handled by a company owner with decades of
customer service experience
The root of the problem, from our perspective, is both weather and schedulingAt Galaxy Stone, we
have been blessed by an outstanding demand for our products and services, a demand which at times
has been difficult to keep up withSo scheduling is always a challenge
Reseals present their own difficulties, in that the surface to be sealed needs to be dry beforehand and
dry for at least three days afterThe wetter summers are severely testing when we can reseal and how
many reseals we can perform
With what we would characterize as an impatient frequency, the individual making the complaint made
it clear that he had no interest in what weather or scheduling difficulties were affecting our ability to
respond, nor was he sympathetic to the fact that he essentially had a place in line and that we were
working through that line as quickly as weather and practicality allowed
From our interaction with the complaining customer, we’re sure he perceives the situation as one where
he is being greatly inconvenienced and put-uponWhile this is the first complaint we have had to
respond to in years, we’re doubtful it’s the first complaint made by the customerEven so, our initial
interest was in finding some way to satisfactorily resolve the situationOne possibility was to provide
the customer with a do-it-yourself reseal kit, so that he could take direct action rather than waiting for
us to work through our backlog of requests
Unfortunately, the customer escalated to the use of foul language and name calling against the wife of
the owner
At this point, our desire to satisfy the complaint is non-existent
Settlement: We have no desire to work further with the individual making the complaint and wish him
all the best in finding a more suitable service match with one of our competitors

Fair yard care. Need to call and remind them to do things like rake leaves, trim shrubs, etc. Things I would rather they keep up with. Once done, trimming looks good. Biggest problem is billing. Will go MONTHS without billing me, then pile on 5-6 months of bills at one time, making it extremely hard on the budget. This has been an ongoing problem for 2-3 years, getting billed monthly as requested. If it doesn't improve after this final request, I will be looking for another service.

Review: Dealing with Galaxy Stone has been one of the most unprofessional customer service experiences I have ever encountered. I purchased a home in which Galaxy Stone installed one of their stone floorings. Shortly after purchasing the home, I had Galaxy Stone re-seal the flooring. I was informed that the sealant should last at least two years. Within 10 months, the sealant had faded dramatically and did not perform as advertised. Starting in August 2013, I began contacting Galaxy Stone. I was informed by [redacted] (co-owner) on multiple occasions that her husband [redacted] would be out to inspect. Despite multiple follow up calls on my part, I never received a response. Once Winter came, I decided to wait until the Spring of 2014 to contact Galaxy Stone again. With each call, [redacted] became increasingly rude. In fact, she proceeded to tell me that I was not even their customer since I did not pay for the original installation of the flooring. I began to tell her that indeed paid for it when I purchased the home and I also paid Galaxy Stone $400 since to seal it. On June 19, 2014, I reached my boiling point. I was told by [redacted] that they had a lot of other customers to worry about and again told me that I was not a customer since I did not make the original purchase myself. I expressed my disbelief about how she was handling the situation. Her response was "I don't know what to tell you". I indicated I was going to contact the Revdex.com and her response was "that's great!".Desired Settlement: I would like for Galaxy Stone to stand by their product and reseal my patio at no charge.

Business

Response:

At Galaxy Stone, we place a great deal of importance on customer satisfaction. This is reflected in our