357 Custom Homes, LLC

June 30, *** ***Revdex.com Serving New JerseyWhitehorse-Hamilton Square RoadBuilding A, Suite 202Hamilton, NJ Re: Customer Complaint, *** ***, ID *** We are in receipt of *** *** above referenced complaintAs a leader in the
industry, All Granite and Marble Corp(“All Granite”) performsapproximately 10,installations per yearAll Granite is proud of its accomplishments, andits track-recordOn the rare occasion of dissatisfaction from a customer, we make every effort to ensure eachcustomer’s concerns are heard, and a fair resolution is reached so that the customer ispleased with the outcomeIn this case, we have carefully examined the contents of the complaint, and we have come tothe conclusion that the complainant is not entitled to a reimbursement based on the factsbelowIn regards to the complainant’s allegation that the material is not what the complainantordered, and that: “instead of Quartz it’s some kind of plastik [sic],” it is submitted in replythat this allegation is falseThe results of our investigation into this matter showed with100% certainty that the stone slab that the complainant chose at the All Granite facility wasindeed the very same material that was delivered and installed in the complainant’s homeIt is All Granite policy that the customer personally selects which stone slab he/she wants,and which sections of the stone the customer would like cut into the final products in theprocess we call the “final slab selection.” That process entails that the customer select a stoneslab from our inventory of hundreds of stone slabs, then proceeds with “taping off” thesections of the slab he/she wants cut with masking tape in accordance with themeasurements taken by the measuring technician at the customer’s homeNo cutting occurs before the client “tapes off” the areas of the slab he/she wants cut on the stone slab he/shepersonally selectsAfter the process of “final slab selection,” and prior to the actual stone cutting, the productionmanager always meets with the customer to ensure that the customer has no concerns withthe stone products they have selected to be cutThis process is our “fail safe” policy to ensurecustomer satisfaction because it is company policy that no cancellations can be made afterthe stone slab is cutIn this case, it is not practicably possible for a different stone slab to have been installed otherthan the one selected by the complainant because the chosen slab was immediately markedso that no other customer choose the same slabIn addition, the slab was also marked withmasking tape by the customer as aforementioned in the process of “final slab selection” sothat the customer knew precisely which sections of the slab she would receiveThe material that the complainant selected was an engineered stone that was imported fromone of our foreign manufacturersThe said stone is one of our most popular quartz stones,which is known by the trade name, “Herostone.” Our engineered quartz slabs are made by various manufacturers in unique processes thatbinds composite material made of crushed quartz stone together with a synthetic adhesivethat forms a hard enamel-like finishThe composition of the adhesive, and method offormation of the final engineered stone product is typically a proprietary trade secret of themanufacturer of the engineered stone slabsIt is the unique composition of the adhesive andmethod of formation that is responsible for the distinctive qualities and final appearance ofthe stone surfaceThe engineered quartz surfaces offer advantages over conventional granite and marblesurfaces in that they are much harder and stronger than marble and granite; they require noresealing; they are highly resistant to scratches and stains; they are resistant to manyabrasive chemicals and microbial growth; and they are also available in a large variety ofcolorsBased on the wording of the customer’s complaint, it is possible that the “kind of plastik [sic]”the customer is displeased with is the hardened resin adhesive that contains the crushedquartz stoneIf this is the case, the complainant may not have fully appreciated the extentthat the engineered quartz surface would contain a synthetic enamel-like component alongwith the crushed quartz at purchaseAll Granite endeavors to educate all customers as to advantages of the wide variety of stonesin our showroom at the time of purchase so that the customer makes the best choice so thatthe final product meets their aesthetic and practical goalsAll Granite appreciates that thischoice is a very important decision because countertops can last a lifetime, and we thereforego out of our way to assist clients by providing highly knowledgeable and experienced salesprofessionals; offering informational brochures and videos; and even encourage the customers to take home a small stone sample before purchase to be 100% sure that thechosen stone will match their cabinets, walls, and floorsRegardless of our efforts, the customer always has the final say as to what stone product theywant installedOn the rare occasion where a client is displeased with their final stoneproduct, it is almost always because the customer did not choose an appropriate stone tomeet their aesthetic and practical goals and/or did not heed the advice of our salesprofessionalsHere, if the customer did not desire a synthetic look to her stone product, sheshould not have chosen an engineered stoneIt is for this very situation that All Granite protects itself legally by stating in its terms andconditions that, ““once the final price of the project is confirmed and we proceed with cutting, nocancellations can be made...” The terms and conditions are designed to protect All Granitebecause each stone slab that is cut into a custom stone product represents an irrevocableprocessIn regards to the complainant’s statement: “it costs to much to fix it for me! [sic],” the facts ofthe matter are that All Granite agreed twice to dispatch a technician free of charge to removestains that arose on the complainant’s stone products from allegedly accidental spillsInboth instances, the stain was successfully removed, resulting in a completely unblemishedsurfaceAs stated previously, the particular surface the complainant purchased is highly resistant tostains, and it is therefore highly unusual that stains should occur twice within a few weeksafter purchase when the vast majority of purchasers of these products do not have any issuesfor years after purchaseIn conclusion, it is submitted that All Granite acted fairly and ethically at all times during thetransactionConsequently, it is submitted that the complainant is not entitled to a refundIf you have any further questions, do not hesitate to contact me.Yours Sincerely, Administrative ManagerAll Granite and Marble Corp

Complaint: [redacted]
I am rejecting this response because:
All written in the response is not true, except two men trying to clean stains from the material that should be, like they say stain resistance. Second  man who came to my house said  it's not stone. I never have a chance to even see the slabs. I hired the lawyer,  who will deal wit this case. I'm out of patience.
Regards,
[redacted]