Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.In response to Top Rocks comments, we still have not resolved our issueNot only are the comments made by [redacted] untrue, but he has refused to call us regarding this matterHe will only text, and stopped texting us back as wellOur last communications with [redacted] were via text on May 13th where we asked him several times to call, but he wouldn'tHe claims to still have remnants from our slab, but will not send us photos of the slab as we requestedOur original contact with [redacted] was the day after our installationWe had an issue with our sinkAs indicated by a Top Rock Employee, ***, who measured our kitchen, the sink was to have been installed with a cable tension support bracketThat bracket was never installed and the sink was installed with glue, that never dried properlyWe were unable to install our faucet because the glue would not dryWe also noticed that the inch piece of granite near our stove did not match the rest of the kitchen at allIt was a completely different pattern and color [redacted] sent an employee to come and re-glue the sink and take a photo of the piece of granite in questionThis employee took a photo of the slab and also agreed it was differentWe never heard back from [redacted] and called on multiple occasions to follow upAfter a month of failed attempts we called again and spoke with [redacted] She took matters into her own hands and sent a 2nd employee, ***, out to assess the situationHe was the empoyee who measured our kitchenHe also agreed it did not match and said "I'm even color blind and I can tell that is from a different slab and doesn't match." The next week [redacted] came back with a new piece that he even said was not from the original slab, but matched betterAt that point we accepted the piece and figured there wasn't much else we could doHowever, we later realized the slab is almost a 1/inch thicker than the rest of the kitchenIt is a noticeable differenceNot being a granite expert we consulted with the supplier ( [redacted] ***) where the actual slab was purchasedThey said that while the slab may vary in color and pattern, it would NOT vary in thickness as they are all milled to the same specSo [redacted] saying that the pieces that were sent are from our slab is a flat our lieAgain, we did not receive what we paid for and this issue is still not resolvedAll we are asking for is the piece we paid for and an image of it to prove it exists or compensation so we can pay another company to come and better matchWe are not willing to drive hours to Kentucky unless we have proof our original slab still existsHe claims it does, but will not send us a photoWe saved $by using Top Rock Pro, and are kicking ourselves for doing soThis has been a terrible experienceWe recently found a Revdex.com customer review in Parma, Ohio that is very similar to our experience and the unprofessionalism from [redacted] at Top RockWe wish we would have found this prior to hiring first placeAgain, we have not heard back from [redacted] and our claim is still unresolved Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In response to Top Rocks comments, we still have not resolved our issue. Not only are the comments made by [redacted] untrue, but he has refused to call us regarding this matter. He will only text, and stopped texting us back as well. Our last communications with [redacted] were via text on May 13th where we asked him several times to call, but he wouldn't. He claims to still have remnants from our slab, but will not send us photos of the slab as we requested. Our original contact with [redacted] was the day after our installation. We had an issue with our sink. As indicated by a Top Rock Employee, [redacted], who measured our kitchen, the sink was to have been installed with a cable tension support bracket. That bracket was never installed and the sink was installed with glue, that never dried properly. We were unable to install our faucet because the glue would not dry. We also noticed that the 12 inch piece of granite near our stove did not match the rest of the kitchen at all. It was a completely different pattern and color. [redacted] sent an employee to come and re-glue the sink and take a photo of the piece of granite in question. This employee took a photo of the slab and also agreed it was different. We never heard back from [redacted] and called on multiple occasions to follow up. After a month of failed attempts we called again and spoke with [redacted]. She took matters into her own hands and sent a 2nd employee, [redacted], out to assess the situation. He was the empoyee who measured our kitchen. He also agreed it did not match and said "I'm even color blind and I can tell that is from a different slab and doesn't match." The next week [redacted] came back with a new piece that he even said was not from the original slab, but matched better. At that point we accepted the piece and figured there wasn't much else we could do. However, we later realized the slab is almost a 1/4 inch thicker than the rest of the kitchen. It is a noticeable difference. Not being a granite expert we consulted with the supplier ([redacted]) where the actual slab was purchased. They said that while the slab may vary in color and pattern, it would NOT vary in thickness as they are all milled to the same spec. So [redacted] saying that the pieces that were sent are from our slab is a flat our lie. Again, we did not receive what we paid for and this issue is still not resolved. All we are asking for is the piece we paid for and an image of it to prove it exists or compensation so we can pay another company to come and better match. We are not willing to drive 2 hours to Kentucky unless we have proof our original slab still exists. He claims it does, but will not send us a photo. We saved $400 by using Top Rock Pro, and are kicking ourselves for doing so. This has been a terrible experience. We recently found a Revdex.com customer review in Parma, Ohio that is very similar to our experience and the unprofessionalism from [redacted] at Top Rock. We wish we would have found this prior to hiring first place. Again, we have not heard back from [redacted] and our claim is still unresolved.
Regards,
[redacted]
This client originally contacted me on a Friday afternoon a day or two after his installation and was concerned about a single drop of epoxy underneath his sink that apparently hadn't dried. He insisted that somebody come look at it on Saturday morning. While we are not open on...
Saturday's, I was able to get one of the installers to drive 2 hours up and 2 hours back on his day off to literally use a paper towel and wipe around the dried epoxy just to satisfy the customer. He then added more epoxy unnecessarily just to to help the customer feel more comfortable. The installer also took a picture of the 18 inch piece of stone that the client thought was a different color and this picture confirmed that the piece was indeed from the exact same slab as the rest of the kitchen. We purchased a slab of granite of approximately 62 sq. ft. in size for this job, which was only a 35 sq. ft. kitchen. But again, in an attempt to please the customer, we agreed to re-cut another 18 inch piece from a different part of the slab and delivered it and installed it. He later notified us that this piece was not to his liking either, at which time we offered for him to come to the shop and show us specifically where he would like for us to cut the piece from the remaining stone from his job. He absolutely refused to do this. Ultimately, we have done everything we can to please this customer to no avail and he continues to insist that we keep making trips to his house with new pieces of granite for him to either accept or refuse, yet we keep giving him pieces from the actual slab of granite that he himself selected at the stone yard. Being that granite is a natural product and varies (sometimes a lot) throughout a slab, we make it a point to make sure clients understand that there is nothing we can do to change the look of the stone. In fact, we even discuss it in our contract, which was signed by this client and I have attached a copy of that signed contract to this reply. Top Rock, LLC would still be happy to allow the client to come to the shop and pick any piece of stone he wants for this small 18 inch piece to ensure it is to his liking.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.In response to Top Rocks comments, we still have not resolved our issueNot only are the comments made by [redacted] untrue, but he has refused to call us regarding this matterHe will only text, and stopped texting us back as wellOur last communications with [redacted] were via text on May 13th where we asked him several times to call, but he wouldn'tHe claims to still have remnants from our slab, but will not send us photos of the slab as we requestedOur original contact with [redacted] was the day after our installationWe had an issue with our sinkAs indicated by a Top Rock Employee, ***, who measured our kitchen, the sink was to have been installed with a cable tension support bracketThat bracket was never installed and the sink was installed with glue, that never dried properlyWe were unable to install our faucet because the glue would not dryWe also noticed that the inch piece of granite near our stove did not match the rest of the kitchen at allIt was a completely different pattern and color [redacted] sent an employee to come and re-glue the sink and take a photo of the piece of granite in questionThis employee took a photo of the slab and also agreed it was differentWe never heard back from [redacted] and called on multiple occasions to follow upAfter a month of failed attempts we called again and spoke with [redacted] She took matters into her own hands and sent a 2nd employee, ***, out to assess the situationHe was the empoyee who measured our kitchenHe also agreed it did not match and said "I'm even color blind and I can tell that is from a different slab and doesn't match." The next week [redacted] came back with a new piece that he even said was not from the original slab, but matched betterAt that point we accepted the piece and figured there wasn't much else we could doHowever, we later realized the slab is almost a 1/inch thicker than the rest of the kitchenIt is a noticeable differenceNot being a granite expert we consulted with the supplier ( [redacted] ***) where the actual slab was purchasedThey said that while the slab may vary in color and pattern, it would NOT vary in thickness as they are all milled to the same specSo [redacted] saying that the pieces that were sent are from our slab is a flat our lieAgain, we did not receive what we paid for and this issue is still not resolvedAll we are asking for is the piece we paid for and an image of it to prove it exists or compensation so we can pay another company to come and better matchWe are not willing to drive hours to Kentucky unless we have proof our original slab still existsHe claims it does, but will not send us a photoWe saved $by using Top Rock Pro, and are kicking ourselves for doing soThis has been a terrible experienceWe recently found a Revdex.com customer review in Parma, Ohio that is very similar to our experience and the unprofessionalism from [redacted] at Top RockWe wish we would have found this prior to hiring first placeAgain, we have not heard back from [redacted] and our claim is still unresolved Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In response to Top Rocks comments, we still have not resolved our issue. Not only are the comments made by [redacted] untrue, but he has refused to call us regarding this matter. He will only text, and stopped texting us back as well. Our last communications with [redacted] were via text on May 13th where we asked him several times to call, but he wouldn't. He claims to still have remnants from our slab, but will not send us photos of the slab as we requested. Our original contact with [redacted] was the day after our installation. We had an issue with our sink. As indicated by a Top Rock Employee, [redacted], who measured our kitchen, the sink was to have been installed with a cable tension support bracket. That bracket was never installed and the sink was installed with glue, that never dried properly. We were unable to install our faucet because the glue would not dry. We also noticed that the 12 inch piece of granite near our stove did not match the rest of the kitchen at all. It was a completely different pattern and color. [redacted] sent an employee to come and re-glue the sink and take a photo of the piece of granite in question. This employee took a photo of the slab and also agreed it was different. We never heard back from [redacted] and called on multiple occasions to follow up. After a month of failed attempts we called again and spoke with [redacted]. She took matters into her own hands and sent a 2nd employee, [redacted], out to assess the situation. He was the empoyee who measured our kitchen. He also agreed it did not match and said "I'm even color blind and I can tell that is from a different slab and doesn't match." The next week [redacted] came back with a new piece that he even said was not from the original slab, but matched better. At that point we accepted the piece and figured there wasn't much else we could do. However, we later realized the slab is almost a 1/4 inch thicker than the rest of the kitchen. It is a noticeable difference. Not being a granite expert we consulted with the supplier ([redacted]) where the actual slab was purchased. They said that while the slab may vary in color and pattern, it would NOT vary in thickness as they are all milled to the same spec. So [redacted] saying that the pieces that were sent are from our slab is a flat our lie. Again, we did not receive what we paid for and this issue is still not resolved. All we are asking for is the piece we paid for and an image of it to prove it exists or compensation so we can pay another company to come and better match. We are not willing to drive 2 hours to Kentucky unless we have proof our original slab still exists. He claims it does, but will not send us a photo. We saved $400 by using Top Rock Pro, and are kicking ourselves for doing so. This has been a terrible experience. We recently found a Revdex.com customer review in Parma, Ohio that is very similar to our experience and the unprofessionalism from [redacted] at Top Rock. We wish we would have found this prior to hiring first place. Again, we have not heard back from [redacted] and our claim is still unresolved.
Regards,
[redacted]
This client originally contacted me on a Friday afternoon a day or two after his installation and was concerned about a single drop of epoxy underneath his sink that apparently hadn't dried. He insisted that somebody come look at it on Saturday morning. While we are not open on...
Saturday's, I was able to get one of the installers to drive 2 hours up and 2 hours back on his day off to literally use a paper towel and wipe around the dried epoxy just to satisfy the customer. He then added more epoxy unnecessarily just to to help the customer feel more comfortable. The installer also took a picture of the 18 inch piece of stone that the client thought was a different color and this picture confirmed that the piece was indeed from the exact same slab as the rest of the kitchen. We purchased a slab of granite of approximately 62 sq. ft. in size for this job, which was only a 35 sq. ft. kitchen. But again, in an attempt to please the customer, we agreed to re-cut another 18 inch piece from a different part of the slab and delivered it and installed it. He later notified us that this piece was not to his liking either, at which time we offered for him to come to the shop and show us specifically where he would like for us to cut the piece from the remaining stone from his job. He absolutely refused to do this. Ultimately, we have done everything we can to please this customer to no avail and he continues to insist that we keep making trips to his house with new pieces of granite for him to either accept or refuse, yet we keep giving him pieces from the actual slab of granite that he himself selected at the stone yard. Being that granite is a natural product and varies (sometimes a lot) throughout a slab, we make it a point to make sure clients understand that there is nothing we can do to change the look of the stone. In fact, we even discuss it in our contract, which was signed by this client and I have attached a copy of that signed contract to this reply. Top Rock, LLC would still be happy to allow the client to come to the shop and pick any piece of stone he wants for this small 18 inch piece to ensure it is to his liking.