NTP Marble Incorporated

Review: I had purchased granite counter tops from this company that were installed in my kitchen. I came back to get tiles installed on the kitchen walls and was told I would receive a 15% discount for being a repeat customer. The company had professional measurements that they had done themselves from the granite install and used these same measurements to order tile, to be installed over the same granite they had installed.

On the day the tiles would be put on the installers tell me there is not enough material. I didn't understand how they could be short of material when the design consultant [redacted] had ordered extra material looking at the company's measurements, knowing that we had a "U" shaped kitchen, and confirming that she calculated it correctly. She even had the layout of the kitchen from the granite order as well as photos I emailed to her.

It turns out she had missed calculating an entire wall that is in the kitchen, not in another part of the house or anything. The wall was touching granite so it was in the original measurements. To have the extra tile ordered I'd have to pay a $75 service fee. Since the mistake was a fault of hers she waived it, but still did not add on the 15% discount for the extra tile, a discount which she kept saying was already in place. Her manager was quite rude as well mentioning he'd come have the tile removed over such a small disputed amount, $60.83.Desired Settlement: The disputed difference is only $60.83 which we would like returned. It's a shame they are loosing a customer that was planning to have the rest of the houses done by them over an amount like this.

Business

Response:

Dear Revdex.com,We have made mutliple attempts to reach the customer but have not been able to reach via the phone. We sent an e-mail to her today and will await her response.The customer can also contact [redacted] at ###-###-####. He is our VP of Operations and will assist her in resolution.We will, per the request, be refunding the disputed amount but do want to speak with her to address the nuances that got us to this point.Thank you and have a wonderful day!Colonial Marble

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I had called the company back each time I saw a missed call from them, only to be told by the secretary that she "could not help me" because there were "too many employees" and the she did not know where to forward my call. So I asked her to forward my call to the tiles department because that's where this current issue, as well as another (installation defects) was and I thought they were finally calling back. I had left messages there which I did not get a response to until Friday when [redacted] called and said someone from tiles would get back to me to schedule a time to finish the installation. As of today, Monday morning, I will continue to wait on that. I had also sent emails to [redacted] regarding this issue before filing a complaint with Revdex.com which never got answered. I did get an email from [redacted], with whom I got in contact with and he will arrange my refund, so I'll wait for that. I'd still like the installation to be properly finished as mentioned and agreed by both [redacted] and [redacted], and a written apology from [redacted]'s manager for the rude way he spoke to my family and I, threatening to come down and take off the tiles for not paying the 15% amount, which is now in progress of being refunded. Considering there was more than enough border material shows that [redacted] started to measure correctly but measured the remaining tiles to go above and below the border incorrectly. The contract mentions "Measurements not done by CMG are not CMG's responsibility", but these were in fact measurements done by CMG, therefore I had asked for the 15% in the previous order to be carried over and the excess charge dropped. There was no need for him to speak the way he did. Regards,