Quality Stone Veneer, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** And although, I have accepted the offer, it was not without a monetary expense on my part, i.e., $ I also would like to stress that even though I am "signing off" per se without being able to comment on the finished job at this time I would like to stress that everyone that I have made contact with at Quality Stone Veneer since filing this complaint, have been very cooperative, helpful and sympathetic toward resolving our issue(s)
Regards,
*** ***

To whom it may concern,
While we regret that a complaint was filed, we understand our customers concerns. Quality Stone Veneer, Inc. has recognized the official complaint made and are working towards a solution that our customer is satisfied with....

 We initiated contact with [redacted] on 2/11/15 immediately after his complaint was filed.   Within one week a representative from Quality Stone Veneer, Inc. visited the home of [redacted] to address his concerns and review what is needed to complete the repair.  As of today 2/23/15,  a formal estimate was sent via email to the customer regarding the repairs needed as well as Quality Stone Veneer Inc.'s role in the process.  A reply was received from the customer and he is reviewing his options at this time.  We look forward to working with [redacted] and getting the repair completed in a timely manner to ensure his satisfaction.If you should have any questions, please feel free to contact me at the information listed below.
Sincerely,
Jennifer R[redacted]
Customer Service Coordinator
[redacted]@qualitystoneveneer.com
###-###-####

Quality Stone Veneer assured me that I would get the stone delivered by a certain day and time. They did not. I had to pay 3 contractors an hour to sit there and wait. I called the salesman and left a voicemail asking for a partial refund to compensate for the contractors waiting. He didn't even have the intestinal fortitude to call me back himself. He got a lady in the office to call me and tell me they would not refund any of my money. I requested to talk to a manager. She said the sales persons manager would call me beck. He did not. I am disputing the charge through American Express which is how I made payment. I will update this review if the company decides to do the right thing.

The details.
I needed to match the existing stone on my house to make some repairs to stone veneer. I found out Quality Stone Veneer was the company that manufactured the stone. I called a salesman named Scott about 3 weeks before the project to order the exact stone on my house. He told me they could get the stone and ship it to their Mooresville location about an hour from my house. We were trying to get an estimate of how much stone we would need and he told me once he did that we would get it ordered. I told him it was really important to get the stone to their Mooresville location no later than October 2nd that the contractor I was using would be picking it up as he passed thru at 8:00 am. Several days went by and I did not hear from Scott. When he finally called back, he said that they did not have any of the exact stone on my house but they were looking for an alternative that would be a close match. I told him that as long as it was close it did not matter, I just want to get it ordered so the project gets completed on time. It drags out until about a week before the project and he finally gets a stone ordered. He assured me it would be there in time. He called back a day or two later to tell me a fork lift broke down at the location and they will have to ship the stone on the morning my contractor will arrive. He assured me it would be there by 7:30 to 8:00 am. My contractor arrived with his two workers and waited until 9:00 am for the stone to arrive. I paid 3 people for an hour to sit there.

Review: Quality Stone provided and installed stone veneer to the front of my house, new construction. Within one year of the installation some of the mortared joints cracked and some of the mortar fell out of the joints. I contacted them about 2 months ago to get the problem resolved and to date no one has gotten back to me. First I called their office in [redacted] MD, the office responsible for my area, described the problem and was told someone would come to my house to investigate. I waited 3 weeks no one came so I called them again and was told someone would call me. I waited 2 more weeks and no one returned my call. So about 2 weeks ago I wrote a letter to their corporate office describing the problem, voicing my frustrations and asking for their help to resolve the matter. No one has responded to my letter.Desired Settlement: I would like the mortared joints repaired before cold weather arrives.

Business

Response:

Greetings,

Quality Stone Veneer, Inc. has

recognized the official complaint made by [redacted] and is currently taking

steps to a solution for all parties to be satisfied. As a representative of the

entire company, we apologize for the inconveniences caused for **. [redacted]

and for the undesired wait time for his repairs to be properly acknowledged. We

have traced the statement that **. [redacted] made regarding the three separate

contacts and investigated the issue at hand. The dates and times of the first

two contacts are in question but the content of his communications with Quality

Stone Veneer is accurate. His need for repairs was brought to the attention of

our satellite office located in [redacted], MD and a service ticket was

written up for the repairs on 8/21/13. The service ticket for the repairs was

issued to a sales representative, [redacted], who had a large workload at the

time which aided in the service ticket being overlooked for so long. Later, **.

[redacted] understandably sent a letter directly to the administration office

for Quality Stone Veneer, Inc. and attempted to get his issue to the attention

of [redacted], the company’s owner. The letter was received in the mail

and brought to the attention of two sales operators at the time, and then again

was overlooked for a period of time. Finally, with this complaint through the

Revdex.com, the proper attention of this longstanding issue was

brought into light and we immediately took steps in order to prove the

complaint’s details and help resolve the issue.

Now that there has been an accurate

depiction of events from the company’s employees’ testimonies, and everything

has been looked into, we will contact **. [redacted] immediately to open

communications, apologize for the recent events, and get his repairs done as

soon as possible by getting him in touch with local representatives who are

already prepared to aid him. Again, we apologize that this situation arose and

that **. [redacted] did not receive the help he desired from the start. This

situation will find proper solutions within the company as well as proper

solutions for **. [redacted]’s repairs and we hope to improve upon the

relationship that **. [redacted] has developed with Quality Stone Veneer. We

will be contacting [redacted] immediately after this response is

officially made and begin the solution and process of getting the repairs

completed. We would like to thank **. [redacted] for bringing this undesired

service to our attention and if he would need to get in touch with someone from

the company about this issue directly – please contact [redacted], the

Marketing & Communications Department Admin, at his work number: ###-###-####. Thank you for the time and

understanding.