AAA Hellenic Marble Incorporated

To Whom it May Concern,I am writing this letter in response to complaint # [redacted] There are a lot of discrepancies between the complaint and what really happened The client’s fireplace hearth and surround were installed on Thursday, 7/17/ We took pictures upon completion, and everything looked perfect We can provide these pictures if needed We ran into some problems right away with the customer’s job, and we did more work than necessary to make everything look good Our contract with the customer did not mention the extent of the uneven bricks surrounding the fireplace We priced the job out for trips, a template and an install, which would normally take a combined 4-hours of work at her house However, the bricks were much worse than the customer told us, and we did all the work at no extra cost to the customer Normally when the bricks are uneven the way the customer’s was, we would tell the customer to hire a contractor to make them level so that we can do our job Instead, we had our install technicians work a full day chiseling the brick so that we could complete the installation After a day and a half of work, our technicians got the bricks level and installed the fireplace hearth and surroundWe did all of this at no extra charge to the customer, and our technician took pictures of the fireplace when they completed the job The fireplace looked beautiful and there were no spots in the stone The customer mentioned in her complaint that it was the stone sealer that stained her granite However, I am 100% certain that the sealer was not the cause of the spots in her stone We use this sealer every day, on every job we do, and it does not stain granite; it protects the granite She also mentioned that her calls were ignored, which was not the case The first call she made about the spots was over a month after the granite was installed I only mention this because as soon as she called about the spots we sent a technician out that week to see if there was something we could do She told us that the sealer stained the stone and we knew that was not true; but we stand behind our work so and that is why we sent our technician out at no extra cost So we had our technician re-seal the stone on Wednesday, 8/27/ We told her to give it a couple days to dry and see what happens then The second coat of sealer did not fix her problem, and at this point we did not know if there was anything we could do So now, we have spent way too much time getting the brick leveled, and the granite installed We already lost money on this job, but we still made it look perfect (we have pictures) because we always make sure that our customers are happy Then she calls us over a month later and complains about spots in her granite Again, we send someone out at no charge to the customer to try and fix something that we did not do We were unable to remove the spots, do not know what caused them, and the customer is still unhappy with us So she calls again in the beginning of September, and we agreed to go out one more time to try and fix her problem We had one last idea, and we let her know that there was no guarantee that this would work We sent a technician again on Wednesday, 9/10/2014, and he applied poultice to the spots in the stone He then taped plastic to cover the stone for hours He went back the next day to remove the plastic, and the spots were still there So at this point, we have sent a crew to her house different times to try and fix this stone, and we are out of ideas to get these spots out.At this point there was nothing we could do Spots appeared a month after it was installed, and without knowing the cause we were unable to fix the problem The customer tried to say it was the sealer, which is not true and impossible We have pictures of the job right after install, and we have sent crews out to try and fix the stone for her at no cost I do not know exactly what happened to the stone, but I can say with 100% certainty that we did not cause it We tried to fix her stones even though we did not cause them and had no obligation to do so, but at this point there is simply nothing we can do We responded to her calls every time, sent a technician out again on 9/25/to evaluate the problem, and we were unable to fix itWe have pictures of the job right after it was completed, and everything looked perfect Something happened within the first month of installation that created spots in the stone I am not sure what caused them, but I know that it was not our company However, we continuously sent technicians out to try and fix it for our customer even though we had no obligation to do so We went above and beyond to try and make her happy You can also notice in her complaint that the problem occurred on 7/23/ However, we installed the granite on 7/17/2014, and we have a signature confirming that the installation and the finished product looked great.Regards,Michael T***AAA Hellenic Marble, inc

November 8, 2016To whom it may concern,This letter is in response to case # [redacted] complaint submitted by [redacted] In clarification to her complaints, it needs to be brought to your attention that [redacted] spent several years of Helenic Marble's time and resources in trying to accommodate her projectWhat [redacted] fails to mention in her complaint is, despite every effort made by our customer Service deptand sales staff, we spent months pricing, preparing, and organizing everything for her project before we even established any kind of Commitment from her.When we initiate an order, Helenic Marble requires a 50% deposit to obtain and reserve all materials needed for a project [redacted] on the other hand, wanted to set her own parameters of deposit amounts, which made it very difficult to acquire and reserve materialsThe Submitted payment of $was just over 25% and that is after she eliminated the counter tops portion from usShe states that we attempted to continue to sell her an inferior material, which is simply not trueShe identified materials at other suppliers that we work with, Helenic Marble spent even more time providing estimates, but all of which were above her budget because due to her exotic selectionsWe have over 2,slabs of beautiful material in stock, but [redacted] simply could not stay with in her budget, nor did she want to pay more[redacted] was fully aware that we do not stock any tile material, and that we needed her to select something for her projectShe had a very difficult time with making this selection despite every effort of Hellenic MarbleWe ordered, and paid, for samples upon samples based on what she was describing She was looking forThe amount of man hours and money spent on trying to find the impossible selections for [redacted] was very disheartening.would like to clarify that [redacted] States that there were repeated errors and omissions in the contracts that Hellenic Marble was submitting to her; however, what she fails to mention is that we Could not come to an agreement, based on her unrealistic expectation of the services that Hellenic Marble offerShe continuously asked that Hellenic Marble include more and more services in the Contract, but not only wasn't willing to pay any additional money, but are also services that we simply cannot accommodate, i.emoving and storing furniture around the residence, disconnecting and moving appliances, etc.,Helenic Marble's contracts specifically state that we are not responsible for these items and need to be addressed prior to our arrivalShe would not take no for an answer, and continually said that we were making errors to the agreed upon projectHellenic Marble never agreed to her changes.We try our best to accommodate all of our clients, we unfortunately Could not assist [redacted] with her unrealistic requests, her inability to make and stick to selections made, setting her own payment parameters, and faulting Hellenic Marble for the exotic selections she was making that did not fit in her budget.At this time, Hellenic Marble is in agreement to return the Small deposit check with the exception of the 5% cancellation feeAs stated in this letter, the amount of time and money Hellenic Marble invested into this project will not even be remotely recuperated by 5% restitution from all of the samples and delivery fees

We have told the same story for the past months because the facts are still the same We are not washing our hands of this because you paid and signed off, we are washing our hands of it because we completed a perfect installation with a perfect material Once again, you are saying that our sealer has caused these stains, which is impossible We use our sealer every day, multiple times a day It is applied to protect the material; it does not stain the material I brought up signatures and pictures because the customer mentioned possibly going to court I do not know what happened to the stone during the weeks between the installation and when the customer first called us about the "spots", but I can guarantee that it was not our sealer Even though the spots were not AAA Hellenic Marble's fault, we still went out to her house to try and fix the problem And we offered to go again, but the customer would not allow it unless we had our technician sit there and wait until our products dried, which we simply cannot do Customer satisfaction is always our top priority, and our track record will prove that Unfortunately, this particular situation does not seem to have an amicable solution We completed a perfect installation (pictures and signatures to prove it), and have offered to go back multiple times At this point our hands our tied We stand behind all of our work, but we cannot be held responsible for stains that appear once the material is installed Please let me know what we can do to close this matter I have responded to these claims multiple times and the story is the same

The job was not completed due to unforeseen circumstances We had no way of knowing that there was trim around the fireplace unless the customer told us The money has been refundedThank you

I apologize once again that you are not happy with the counter tops we installed in your kitchenYou selected a material that was discounted from a Class down to a Class 5, simply because there were these white veins running perpendicularly through the slab and were discounted by our supplier accordinglyWe were very up front about the material you selectedWe explained that it was impossible to avoid all of these veins, and asked you if you'd like to select where each counter would be cut from for a small feeThis is usually done after the template and costs a couple hundred dollarsYou decided against the slab trace and signed off accordingly From the time of sign up to the installation, a five month span went by that would have allowed you to come in and look at the slab that you picked The day you signed up it was explained that the slab was buried and could not be moved in a timely manner, but we would never not give our clients the option to come look at their stone and further more trace it post templateAfter speaking to you, you weren't able to answer why you sent contradicting emailsIn one email you say that we never showed you the full slabThe following day you responded to an email I sent, saying that we promised we would avoid all of the white veinsThe truth is, we are a very honest company and have signatures showing that we offered you every option Our reputation also shows this on the platform that we are onI truly am sorry that you are not happy with the material you selected and signed off on at the installation that the product and the services were satisfactory to your standards

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The company is being dishonest I did not send contradicting emails and I believe this was advertising I have pictures of the slab that I was shown and was never told about the white veins I have attached a photo showing the slab that I was shown as well as a photo of the white veins that were included in the final product installed in my home Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: AAA Hellenic is repeating the same stories it has relied on for the last monthsRather than fix the job which was not done properly or has a flaw in it, they are stating that because I signed and paid them, their work and responsibility is finishedIf good work and customer satisfaction is not part of their mission, then the Revdex.com should publish their responseIt is clear they have washed their hands and refuse to take responsibility or interest in assessing the stains that their finishing product/sealant caused to the honed granite In fact, I don't know what caused the marks - it could have been the granite or the sealantI paid for a job to be finished properly and acceptablyThey have refused and continue to refuse to accept responsibility for finding out what went wrong and fixing it
If Revdex.com closes this case again and claims that the dispute was resolved amicably, the integrity and ethics of Revdex.com should be questioned
Regards,
*** ***

November 8, 2016To whom it may concern,This letter is in response to case #[redacted] complaint submitted by [redacted]. In clarification to her complaints, it needs to be brought to your attention that [redacted] spent several years of Helenic Marble's time and resources in trying to...

accommodate her project. What [redacted] fails to mention in her complaint is, despite every effort made by our customer Service dept. and sales staff, we spent months pricing, preparing, and organizing everything for her project before we even established any kind of Commitment from her.When we initiate an order, Helenic Marble requires a 50% deposit to obtain and reserve all materials needed for a project. [redacted] on the other hand, wanted to set her own parameters of deposit amounts, which made it very difficult to acquire and reserve materials. The Submitted payment of $2500.00 was just over 25% and that is after she eliminated the counter tops portion from us. She states that we attempted to continue to sell her an inferior material, which is simply not true. She identified materials at other suppliers that we work with, Helenic Marble spent even more time providing estimates, but all of which were above her budget because due to her exotic selections. We have over 2,000 slabs of beautiful material in stock, but [redacted] simply could not stay with in her budget, nor did she want to pay more.[redacted] was fully aware that we do not stock any tile material, and that we needed her to select something for her project. She had a very difficult time with making this selection despite every effort of Hellenic Marble. We ordered, and paid, for samples upon samples based on what she was describing She was looking for. The amount of man hours and money spent on trying to find the impossible selections for [redacted] was very disheartening.would like to clarify that [redacted] States that there were repeated errors and omissions in the contracts that Hellenic Marble was submitting to her; however, what she fails to mention is that we Could not come to an agreement, based on her unrealistic expectation of the services that Hellenic Marble offer. She continuously asked that Hellenic Marble include more and more services in the Contract, but not only wasn't willing to pay any additional money, but are also services that we simply cannot accommodate, i.e. moving and storing furniture around the residence, disconnecting and moving appliances, etc.,. Helenic Marble's contracts specifically state that we are not responsible for these items and need to be addressed prior to our arrival. She would not take no for an answer, and continually said that we were making errors to the agreed upon project. Hellenic Marble never agreed to her changes.We try our best to accommodate all of our clients, we unfortunately Could not assist [redacted] with her unrealistic requests, her inability to make and stick to selections made, setting her own payment parameters, and faulting Hellenic Marble for the exotic selections she was making that did not fit in her budget.At this time, Hellenic Marble is in agreement to return the Small deposit check with the exception of the 5% cancellation fee. As stated in this letter, the amount of time and money Hellenic Marble invested into this project will not even be remotely recuperated by 5% restitution from all of the samples and delivery fees.

To Whom it May Concern,I am writing this letter in response to complaint #[redacted].  There are a lot of discrepancies between the complaint and what really happened.   The client’s fireplace hearth and surround were installed on Thursday, 7/17/2014.  We...

took pictures upon completion, and everything looked perfect.  We can provide these pictures if needed.        We ran into some problems right away with the customer’s job, and we did more work than necessary to make everything look good.  Our contract with the customer did not mention the extent of the uneven bricks surrounding the fireplace.  We priced the job out for 2 trips, a template and an install, which would normally take a combined 4-6 hours of work at her house.   However, the bricks were much worse than the customer told us, and we did all the work at no extra cost to the customer.     Normally when the bricks are uneven the way the customer’s was, we would tell the customer to hire a contractor to make them level so that we can do our job.  Instead, we had our 2 install technicians work a full day chiseling the brick so that we could complete the installation.  After a day and a half of work, our technicians got the bricks level and installed the fireplace hearth and surround. We did all of this at no extra charge to the customer, and our technician took pictures of the fireplace when they completed the job.  The fireplace looked beautiful and there were no spots in the stone.       The customer mentioned in her complaint that it was the stone sealer that stained her granite.  However, I am 100% certain that the sealer was not the cause of the spots in her stone.  We use this sealer every day, on every job we do, and it does not stain granite; it protects the granite.  She also mentioned that her calls were ignored, which was not the case.  The first call she made about the spots was over a month after the granite was installed.  I only mention this because as soon as she called about the spots we sent a technician out that week to see if there was something we could do.  She told us that the sealer stained the stone and we knew that was not true; but we stand behind our work so and that is why we sent our technician out at no extra cost.  So we had our technician re-seal the stone on Wednesday, 8/27/2014.  We told her to give it a couple days to dry and see what happens then.  The second coat of sealer did not fix her problem, and at this point we did not know if there was anything we could do.  So now, we have spent way too much time getting the brick leveled, and the granite installed.  We already lost money on this job, but we still made it look perfect (we have pictures) because we always make sure that our customers are happy.   Then she calls us over a month later and complains about spots in her granite.  Again, we send someone out at no charge to the customer to try and fix something that we did not do.  We were unable to remove the spots, do not know what caused them, and the customer is still unhappy with us.       So she calls again in the beginning of September, and we agreed to go out one more time to try and fix her problem.  We had one last idea, and we let her know that there was no guarantee that this would work.   We sent a technician again on Wednesday, 9/10/2014, and he applied poultice to the spots in the stone.  He then taped plastic to cover the stone for 24 hours.  He went back the next day to remove the plastic, and the spots were still there.  So at this point, we have sent a crew to her house 3 different times to try and fix this stone, and we are out of ideas to get these spots out.At this point there was nothing we could do.  Spots appeared a month after it was installed, and without knowing the cause we were unable to fix the problem.  The customer tried to say it was the sealer, which is not true and impossible.  We have pictures of the job right after install, and we have sent crews out to try and fix the stone for her at no cost.  I do not know exactly what happened to the stone, but I can say with 100% certainty that we did not cause it.    We tried to fix her stones even though we did not cause them and had no obligation to do so, but at this point there is simply nothing we can do.  We responded to her calls every time, sent a technician out again on 9/25/2014 to evaluate the problem, and we were unable to fix it. We have pictures of the job right after it was completed, and everything looked perfect.  Something happened within the first month of installation that created spots in the stone.  I am not sure what caused them, but I know that it was not our company.  However, we continuously sent technicians out to try and fix it for our customer even though we had no obligation to do so.  We went above and beyond to try and make her happy.      You can also notice in her complaint that the problem occurred on 7/23/2014.  However, we installed the granite on 7/17/2014, and we have a signature confirming that the installation and the finished product looked great.Regards,Michael T[redacted]AAA Hellenic Marble, inc.

Good Afternoon,Please find attached a copy of the check issued to [redacted] in resolution to case #11747781Please let me know if there are any additional questions.Thank you,Mike Werner

I apologize once again that you are not happy with the counter tops we installed in your kitchen. You selected a material that was discounted from a Class 9 down to a Class 5, simply because there were these white veins running perpendicularly through the slab and were discounted by our supplier...

accordingly. We were very up front about the material you selected. We explained that it was impossible to avoid all of these veins, and asked you if you'd like to select where each counter would be cut from for a small fee. This is usually done after the template and costs a couple hundred dollars. You decided against the slab trace and signed off accordingly.  From the time of sign up to the installation, a five month span went by that would have allowed you to come in and look at the slab that you picked.  The day you signed up it was explained that the slab was buried and could not be moved in a timely manner, but we would never not give our clients the option to come look at their stone and further more trace it post template. After speaking to you, you weren't able to answer why you sent contradicting emails. In one email you say that we never showed you the full slab. The following day you responded to an email I sent, saying that we promised we would avoid all of the white veins. The truth is, we are a very honest company and have signatures showing that we offered you every option.  Our reputation also shows this on the platform that we are on. I truly am sorry that you are not happy with the material you selected and signed off on at the installation that the product and the services were satisfactory to your standards.

[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]
 Complaint: [redacted]
I am rejecting this response because:  The company is being dishonest.  I did not send contradicting emails and I believe this was false advertising.  I have pictures of the slab that I was shown and was never told about the white veins.  I have attached a photo showing the slab that I was shown as well as a photo of the white veins that were included in the final product installed in my home. 
Regards,
[redacted]

The job was not completed due to unforeseen circumstances.  We had no way of knowing that there was trim around the fireplace unless the customer told us.  The money has been refunded.
Thank you.

[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]
 Complaint: [redacted]
I am rejecting this response because:
This email responds to AAA Hellenic’s response to
Complaint #[redacted] that I received on 6 NOV. 
Contrary to their assertions, there were no discrepancies in my
recitation of the facts surrounding the work provided by AAA Hellenic. Any
discrepancies are due to their own inaccurate records or incorrect
recollections. My documentation supports this. In short, the Company complains
that it has already spent too much money as there was a leveling problem that I
did not identify before they b[redacted] the job. And as a result of their having to
spend extra time and money to do that, they should not have to do anything
else. Moreover, they continue to blame me for creating the defect in the
granite. Their response is wrong and completely unsatisfactory.
Specifically, the Company’s response:
1.             
Implies that I did not inform them of uneven
brick and my concerns with respect to the impact on the cost of the job.  That is totally false.
2.             
Claims that I caused the problems and their
pictures prove it. The fact that their pictures show that the job appeared
perfect when the sealant was wet does not reveal what happened when the sealant
dried. Those pictures do not reflect the finished job, i.e., when the sealant
dried. Blaming me for the defect is ludicrous. How could I possibly cause a
problem about a material about which I know nothing.
3.             
Incorrectly stated that they resealed the stone
on 27 August and sent a technician out on 10 SEP and 25 SEP.
With respect to the uneven
brick: when I first met with “Mike” about resurfacing my fireplace, I advised
him of my concern with the brick and its unevenness. He said not to worry about
it and that they would look at it. He turned me over to a salesman named Jim
R[redacted] and I again raised my concerns about the brick. He assured me that when
the man came out to measure the fireplace for the pieces of honed granite, that
he would look at it and if AAA Hellenic could not do the job, my deposit would
be returned.  They brushed it off as a
non-problem.
I was so concerned that when
the person measuring the job came out on 3 JUL I wrote on his confirmation of
the order at the bottom: “ MUST resolve leveling problems before work begins or
agreement finalized, especially across the top. Previously agreed to return the
deposit if cannot complete job to my satisfaction.”
Unfortunately, the measurements
that were taken by Hellenic's representative on 3 JUL were way off and AAA
Hellenic created the first of several of its own problems. When the workmen
came to do the installation, they realized the pieces were not cut properly.
They left. When the installation finally began on or about 21 JUL, the workmen
acknowledged the brick at the top was uneven and proceeded to chip it away.  They did not say it was a problem. They
finally completed the job on 23 JUL when I paid them the check. That is why I
stated the problem began on that date. The workmen left before the sealant was
dry and the hearth did look perfect. However, several hours later as the
sealant dried, the dark spots appeared. I took pictures.
Since I was told to wait
several days for the sealant to cure I did not call right away, but I did not
wait a month. In fact, I waited less than a week, but calls were apparently not
passed along and not returned until I finally reached someone on 11 AUG.  I left messages several times including 22
AUG and on 27 AUG, the Company finally sent someone to look at the hearth. No
work was done on the hearth that day contrary to what the Company claims in
their response. The representatives took pictures as I recall and said they
could not explain the problem.
Thereafter, due to my business
travel schedule, we agreed that someone would come out on 10 SEP to work on the
fireplace. He failed to show up on the 10th.  After calling the Company I was informed that
it was related to an administrative error. The technician worked on the
fireplace on 11 and 12 SEP and completed the job on Friday afternoon. The photos
taken of the work are dated and confirm when the work was performed. As noted
in the Company’s response, the technician applied poultice to the spots and
they did not disappear even though when the seal was first applied, it looked
like the spots were corrected. It was not until the sealant dried that the
spots reappeared, wider in width and lighter than the original finish.  I called the following Monday and left a
message. I called again the next day and was greeted by a rude woman who
accused me of lighting candles on the hearth.
When I did speak to Mike that
day, 16 SEP, his tone was intimidating, accusatory and frustrated. He said
there was nothing he could do.  After
some discussion, he asked if I wanted them to re-poultice the entire fireplace.
I did not think he was serious and I was not comfortable with that plan as it
had not worked and no one was actually diagnosing the problem. I asked only
that an expert come out to look at it. Contrary to the Company’s assertions,
they DID NOT send anyone out to my house to look at the problem or attempt to
analyze the defect. I was in Washington DC on 25 SEP and was not home. My notes
reflect that Mike turned me over to Jim to schedule an appointment. Jim said he
had no authority to schedule appointments and I left it with him that I would
be home the week of 29 SEP and someone should call between 29 SEP and 1
OCT.  I did not hear from anyone.
The Company admits in their
response that the problem exists but chooses to blame me for the spots on the
granite. Since I know nothing about granite and have not lighted candles nor
done anything to the hearth since it was installed, I had nothing to do with causing
this problem.  To resolve the matter, I
ask that the Company return my deposit as I requested on 3 JUL when I wrote
clearly on the order confirmation that absent a job done satisfactorily, my
deposit would be returned.
 Regards,
[redacted]

We have told the same story for the past 8 months because the facts are still the same.  We are not washing our hands of this because you paid and signed off, we are washing our hands of it because we completed a perfect installation with a perfect material.  Once again, you are saying that our sealer has caused these stains, which is impossible.  We use our sealer every day, multiple times a day.  It is applied to protect the material; it does not stain the material.  I brought up signatures and pictures because the customer mentioned possibly going to court.  I do not know what happened to the stone during the weeks between the installation and when the customer first called us about the "spots", but I can guarantee that it was not our sealer.  Even though the spots were not AAA Hellenic Marble's fault, we still went out to her house to try and fix the problem.  And we offered to go again, but the customer would not allow it unless we had our technician sit there and wait until our products dried, which we simply cannot do.  Customer satisfaction is always our top priority, and our track record will prove that.  Unfortunately, this particular situation does not seem to have an amicable solution.  We completed a perfect installation (pictures and signatures to prove it), and have offered to go back multiple times.  At this point our hands our tied.  We stand behind all of our work, but we cannot be held responsible for stains that appear once the material is installed.  Please let me know what we can do to close this matter.  I have responded to these claims multiple times and the story is the same.

[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]
 Complaint: [redacted]
I am rejecting this response because: I had photos of the fireplace with me which I showed the salesman. It is a standard fireplace with a mantle and trim. Their response is further example of their lack of transparency. After Revdex.com intervened, Hellenic immediately refunded the deposit. Thank you Revdex.com.
Regards,
[redacted]

Review: We had contracted with AAA Hellenic Marble to disconnect our plumbing in our upstairs bathroom and to install a granite top. They disconnected the plumbing on Thursday, October 24th. They broke the back splash at the time and said they would have to have a new one made. They said the plumber could return within the next day to hook the sinks back up.

The next morning we woke up to water leaking through our ceiling from the bathroom into our family room. The ceiling has about 8 to 10 feet in length of drywall damage and the hardwood floors in our family room have buckled. I contacted them and they sent the plumber out to fix the leak but when I asked them about repairing the drywall they said it was not their fault. That pipes can fail at any time and they will not take responsibility. The morning of the damage I called at 9:35 to speak with [redacted] the manager. I was told he was out and would be back in 20 minutes. He never called back. At 1 PM after the plumber left my house I went to the showroom at AAA and asked to speak with [redacted]. I was told he was not there and they would take my number and he would call me. I said I would not leave until I spoke with him. Well 5 minutes later he appears. I explained the situation to to him. We had also had a kitchen installed by them and we had an issue with the hole they drilled for the faucet which was directly in front of the crank for our window. We had to go out and find a faucet that would accommodate their error because at the time they said it was our fault we had signed off on the sketch we gave them. I honestly thought the sketch was just for a quick estimate and they would do their template and that is what they would work off. But I honestly did not have the energy to dispute this with them. So after going through all of that and then explaining the water damage that occurred and I also questioned the color of the bowls that were installed. We had requested bisque and it looks like they are white. I was also very unhappy with our salesman, [redacted]. I always had to reach out to him. He was always busy and would call me right back. Two times I called him 4 hours later and he said both times I was just going to call you. He also gave me an installation date of Oct. 30 and then called on Oct. 22 to say they could not make it on Oct 23rd for the install which was not the date he had originally given me. [redacted] was also supposed to call me Friday morning to let me know when they would install the back splash. [redacted] said he needed time to speak with the plumber and [redacted] but he assured me he would call me on Monday to discuss the resolution. He would also have the installer come out on Monday at 5 pm to install the back splash and he would bring 2 bisque bowls so that we could verify that they installed bisque not white. The installed did come Monday night but he was not told to bring any bowls and [redacted] has never called. I even called the showroom yesterday at 4:45 but when they asked who was calling they said he was not available but when he was he would call me back. I again called today and an older woman answered and when I said who I was I once again was told he is not available. She also said they have no responsibility for our Old leaky pipes!Desired Settlement: I would like them to call me back and to repair the damage to my home. The leak only happened after they disconnected the plumbing. Had that not occurred we would not have the damage that we currently have.

Business

Response: