Arch City Granite & Marble Inc.

I searched several different granite companies before I chose Arch CityI could tell they were top notch the first time I walked in their showroom They were amazing Their customer service was awesome They were on time and their work was perfection Choosing them was one of the best decisions I made during the building process Thanks Rahul and Arch City team!

My team and I at Arch City Granite & Marble sincerely make our best effort to make every customer happy during the purchasing and completion of their project
As
part of our best standards, our installation team goes over the job details with the customer at the time of measuring and soon after the installationThis is an opportunity for the home owner to inspect all the work we have done and point out any concerns or deficienciesThen our team will address the customer concerns before leaving the homeThe same was followed after the installation of *** ***r’s project
In the check list, she did mention her full approval of the job including, sealing the countertops and fitting of stove etcDamage to the walls or any other property damage was not observed by our installation crew or the home owner when our team left the siteI am attaching the documentation that was filled by customer on the day of installationWhen existing laminate countertops get replaced with Granite countertops, there will be some gaps in the dry wall because of the thickness variation of the two materialsIt is an unavoidable construction issue and we clearly explain about the possible gaps while doing the measurement of countertopsThese gaps are normally covered by either tile back splash or granite back splashOur measuring technician explained the same and took her signature of approval
Documentation copy is attached
weeks after the installation, we received a phone call from *** ***r and she mentioned her concerns of Strawberry stain mark and the improper stove position between the granite countertops
Our installation team lead visited and cleaned up the countertops and re-sealed the countertops for additional protectionHe also inspected the stove and adjusted the height to level itOur installer explained that the slight gap between the stove and the granite is a standard practice and that helps if a stove needs to be moved for repair or replacementHe checked the stove for any evidence of damage and he did not find any damage to the stove and mentioned the same to *** ***r
*** ***r made no mention of any wall damages at that time nor were there any concerns about the perceived damage brought up in previous conversations.
I received the call from *** ***r with a request to visit her home and I agreed to visit her home by mentioning that I will call her to schedule a day and timeIt was my understanding that we concluded the phone conversation at that pointI apologize if she felt that I hung up on her I inquired with my receptionist/Admin assistant to call *** to confirm the availabilityI was inquiring every morning if we received any confirmation from ***. I was not informed about any messages from *** ***r and I was requesting my associate to call her until she gets in touch with ***
We only had one phone number of *** ***r in our records, and we used the same phone number for scheduling the measuring appointment, installation appointment, and reconnection appointment as well
I take full responsibility for the communication error on our part and I sincerely apologize for missing the calls from ***, but it was not with an intention of avoiding the issue.
I believe that every customer who chooses to do business with Arch City Granite & Marble should have a great experienceMy team and I have been practicing the same philosophy during the service of more than home owners and contractors since It is our position that the countertops are installed properly and we did no damage the stove or drywallThe stove was thoroughly inspected and no damages were found and no mention of the drywall was made until this complaint was filed As a gesture of goodwill and in an effort to satisfy an unsatisfied customer with an amicable resolution, I offer to give a refund of $to *** ***r

Rahal and his team did an excellent job I would highly recommend working with!!
We were shopping for our new home and would absolutely go back to Arch City Granite & Marble ever need anything in the future
The pricing was tremendous, installation was smooth and you could tell they genuinely care about making the customer happy before, during and after the process

Complaint: ***
I am rejecting this response because:It appears Arch City’s representatives have us confused with
another dissatisfied client, as their descriptions and accounts bear so little
resemblance to the actual specifics of the events that transpired between
us.
We could go through their response point by point, but
to highlight just a few of the inaccuracies and falsehoods of their response:
At no time were we ever offered a 100% refund because we would have accepted it given our mounting concernsIn fact, as we offered, we would happily accept a 100% refund now,
Contrary to their statement, I was present at home for the
duration of both of their team's visits (in fact, the first day I even presented their installers with a box of donuts to celebrate the beginning of the installation), and they never consulted me at
any point with any issuesGranted, I was in the next roomBut if they
expected me to stand over their installers as they worked in our kitchen,
that's simply ridiculous.
Arch City's office was notified the same day of the first mess their crew left
in our homeThey instantly denied that the installers they'd sent were their regular
crew, never offering to address
the debris, especially the dangerous razor
blades they littered our home with.
The seamwork in contention -- which we consistently expressed we
did not want and accepted only with their representative's assurances and
guarantees that they would be completely unnoticeable to us -- is
substandard, per the opinion of multiple contracting professionals we've shown it
to
Arch City has yet to address the crookedly cut piece they
installed. Or the unfinished cavities they left in the surface of our
countertopBoth are unquestionable and easily verified
Their attempt to characterize their unsafe stone grinding in our
home as "normal" for home improvement projects is untrue, self-serving, and
out of line with the procedures explained to us by other industry professionals.
And to characterize our expression of our wish for a
mutually positive outcome as a veiled threat playing the victim is a common tactic for bullies, and the accusation sounds less like an
effort to resolve a concernedcustomer's dissatisfaction with unacceptable work and more like a simply reprehensible
attack from someone already dealing out untruths in an attempt to smear others
in order to hide his own wrongdoing.
We have withheld final payment until the work is
completed to professional standardsIf Arch City considers this their best
effort, then we’ll have to go to a professional to have the work completedIt's the untrue, shifting, and accusatory nature of their responses to our expressed concerns that have characterized our interactions with Arch City and its representatives, and that lead us to want to reach an end to this as soon as possible
Sincerely,
*** ***

My husband and I have hired Arch City for two separate jobs in our homeThe first one was for kitchen counter topsThey did such a wonderful job that we contracted them to put new quartz counter tops in two bathroomsI loved the fact that I was not obligated to buy an entire slab of quartzAll the employees involved were greatI would highly recommend Arch City

My thanks to Rahul, Govi, Albert and the rest of the Arch staff in making this granite buying process a stress free experience No pressure was ever applied and my myriad questions were always answered patiently and with my specific needs in mind Even the position of the sink cut-out was explained to me and allowed me to preserve as much of the unique vein detail as possible
I was always able to get ahold of Rahul when needed throughout the process and all appointments from old counter removal to installation were on time All the staff that worked at my home were friendly, informative and cleaned up after themselves The granite I selected was fit perfectly in the kitchen and totally transformed the look, I might even learn to cook in order to spend more time in there Overall an excellent experience thanks again to Arch City

This was the first time we'd built a home, and working with Rahul eased us into graniteFrom the very beginning Arch City Granite was so very helpful about "how to begin from scratch" and always returned my calls or textsRahul walked us through all the steps and consistently had an answer to each question we hadWhen the time finally came for installation, they walked us through the installation process, and never hesitated to work overtime to help us meet our closing deadlineThrough-out the process they always did what they said they would, showed up on time and stayed till the job was finishedThe installation was smooth and they didn't stop until it was perfectExcellent customer service - and exceptional quality of productWe know if we ever had a problem or weren't happy with something, they wouldn't hesitate to make it right! Thanks so much Rahul and crew!

I purchased granite countertops from Arch City Granite few years ago and again chose Arch City to install my kitchen granite when we purchased our new homeGranite was the last thing to do before we moved into our new homeThey completed the installation on time, and my wife and I love our new graniteIn spite of short on time, project manager at Arch City took the time to choose the right color of granite and also invited to their showroom to layout our kitchen drawing on the slabs, so that we know which part of the slab was going to island and perimeter countersThe final outcome was FANTASTIC!
I thought of sharing my great experience for two reasons; I believe that hardworking small businesses like Arch City Granite who give their 100% to make their customers happy deserve a praise or mention in the community and reason two, It might help homeowners to choose a reputable company to do their granite countertops installationLarry H***
O'Fallon Missouri

1/8/18 9:52am Mediator called CONS to discuss resolution offer forwarded by BUS. Left VM. 1/9/18 9:15am Mediator called CONS. "My wife and I are still looking over the business response. Their offer was what we wanted initially but now we're trying to decide if what we should ask for because we'll need to redo the work and have someone else in. We're getting quotes right now. My wife's out of town but when she gets back we'll send in a response. If we decide to reject their offer and ask for something else, we'll send photos and video of our counters to demonstrate the issues."1/11 Mediator received email from CONS: Thank you for calling. I've had trouble getting the video of the seam issue off my wife's phone, but here is a photo of the crookedly-cut counter. As you can see, with the two squares lined up, the piece is over 3/8 inch wider in the back than the front, which Arch City simply hasn't addressed. Unfortunately, the rough cavity we discussed doesn't photograph well with the stone's color and pattern. I'm still trying to line up quotes for these repairs.1/23/18 11:35am Mediator called CONS, "Yeah, it's been a busy, rough year so far. I haven't gotten any estimates yet but I'm planning to do that soon. I'm calling someone today."1/30/18 10:43am Mediator called CONS with final offer. "I'll let you know tomorrow after speaking to my wife tonight."

To,Revdex.com, St. Louis, Missouri. Reference: Complaint # [redacted] (Drilling)I was not able to send my response via the Online portal of Revdex.com. That is the reason, I am writing an email with three documents attached. For some reason, I did not find a space in the online response area to send my response. I will be in the hospital during the week of October 17th. I may not able to receive phone calls or emails. I will be in touch immediately after resuming normal work. Thank you.[redacted]President/ OwnerArch City Granite & Marble, Inc. [redacted]Office: [redacted]

My team and I at Arch City Granite & Marble sincerely make our best effort to make every customer happy during the purchasing and completion of their project. As part of our best standards, our installation team goes over the job details with the customer at the time of measuring and soon after...

the installation. This is an opportunity for the home owner to inspect all the work we have done and point out any concerns or deficiencies. Then our team will address the customer concerns before leaving the home. The same was followed after the installation of [redacted]r’s project. In the check list, she did mention her full approval of the job including, sealing the countertops and fitting of stove etc. Damage to the walls or any other property damage was not observed by our installation crew or the home owner when our team left the site.I am attaching the documentation that was filled by customer on the day of installation.When existing laminate countertops get replaced with Granite countertops, there will be some gaps in the dry wall because of the thickness variation of the two materials. It is an unavoidable construction issue and we clearly explain about the possible gaps while doing the measurement of countertops. These gaps are normally covered by either tile back splash or granite back splash. Our measuring technician explained the same and took her signature of approval. Documentation copy is attached. 4 weeks after the installation, we received a phone call from [redacted]r and she mentioned her concerns of Strawberry stain mark and the improper stove position between the granite countertops. Our installation team lead visited and cleaned up the countertops and re-sealed the countertops for additional protection.He also inspected the stove and adjusted the height to level it. Our installer explained that the slight gap between the stove and the granite is a standard practice and that helps if a stove needs to be moved for repair or replacement. He checked the stove for any evidence of damage and he did not find any damage to the stove and mentioned the same to [redacted]r.   [redacted]r made no mention of any wall damages at that time nor were there any concerns about the perceived damage brought up in previous conversations.   I received the call from [redacted]r with a request to visit her home and I agreed to visit her home by mentioning that I will call her to schedule a day and time. It was my understanding that we concluded the phone conversation at that point. I apologize if she felt that I hung up on her. I inquired with my receptionist/Admin assistant to call [redacted] to confirm the availability. I was inquiring every morning if we received any confirmation from [redacted].  I was not informed about any messages from [redacted]r and I was requesting my associate to call her until she gets in touch with [redacted].  We only had one phone number of [redacted]r in our records, and we used the same phone number for scheduling the measuring appointment, installation appointment, and reconnection appointment as well. I take full responsibility for the communication error on our part and I sincerely apologize for missing the calls from [redacted], but it was not with an intention of avoiding the issue.  I believe that every customer who chooses to do business with Arch City Granite & Marble should have a great experience. My team and I have been practicing the same philosophy during the service of more than 4000 home owners and contractors since 2005.It is our position that the countertops are installed properly and we did no damage the stove or drywall. The stove was thoroughly inspected and no damages were found and no mention of the drywall was made until this complaint was filed.  As a gesture of goodwill and in an effort to satisfy an unsatisfied customer with an amicable resolution, I offer to give a refund of $500 to [redacted]r.

We purchased granite countertops from Arch City in September 2017. Our experience with ACG&M was very positive. The salesman (David), the owner (Govi), and everyone else we encountered during the process were patient, attentive and helpful.
And the installation crew were "spot on". Thank you for a great experience and a beautiful countertop.

I definetly recommend ARCH CITY to others as the experience I had was great. I bought 100+sqft of granite for my kitchen and with Govi Reddy and his professional team the entire process of selection and installation was seamless. I was on a time crunch as my mother-in-law was visiting and wanted the installation to be done before her visit and Govi Reddy and his team stepped up and made it possible in no-time. I really appreciate the entire team and specially Govi reddy for making it possible on a short notice.

I shopped all over town for the perfect countertop. I stopped by Arch City and worked with Rahul. It was an outstanding experience from a customer service, quality of products, and value of products experience. But I wanted to be thorough. I continued visiting other businesses in town. Some had above and beyond service. Others had decent products. And a few had good value. None had all the above and it didn't take long for my wife and I to realize we hit gold on our first strike. We called Rahul after a few weeks had passed to move forward with the countertops we discussed. He and the owner realized the pricing per square foot had increased do to the demand of our product, but assured us that they would honor the original price they quoted us. Not only did they keep their word, they took care of me as a veteran. The coordination from that point was terrific and the installation crew was as professional as it gets. I can't stand when contractors make assumptions on important decisions and make them for you. Arch City doesn't do that. When a few items were out of the ordinary, they called and walked through potential solutions, asked my thoughts, and let me make the ultimate decision (no force or cost pressure). I can't recommend these guys enough!

.

We are very happy with the outcome of the new granite countertops installed by Arch City Granite. I and my wife were kind of confused about the color of granite that matches well with our cabinets. Good thing about Arch City Granite is that they displayed many colors of granite in full slabs unlike few other places we looked around St. Louis area.
Govi [redacted] at Arch City helped us to short list and finalize the granite color. He guided us in a methodical way to select our final choice. There was no pressure and no sales tactics. His focus was to find the best color to match our taste and budget. The final installed countertops are very beautiful and we are totally satisfied.
Their digital measuring was impressive and the technitian explained all the details like the overhangs, rounded finishing of the exposed corners etc.
Our granite has a lot of movement and flow. They laid out our kitchen counters on the two slabs of granite that we hand selected. Guys were very patient to match the two sides of the seams.
Installers were very professional and went over the details and cleaned up the space before they left.
I am a very particular about details when something is renovated. They met my expectations. I will gladly refer Arch City Granite to any of my friends without hesitation.
P R [redacted]

We apologize for the inconvenience. I have been in contact with the customer before the complaint was filed with the Revdex.com and explained the steps needed to address the issue. We have ordered materials and once received we will return to satisfy the customer to the best of our ability.

We purchased $5,000 for granite counters with Arch City for a new home. Our countertop is River White. Our Salesperson was Kim Chambers. Our order was expedited our order. We have no complaint about the sales process.

A few days after the install we noticed rings forming on the counter that a day to clear. We had granite (purchased elsewhere) in our former home. We never had a problem with marks or rings. We called our salesperson and she informed me this was usual with new granite tops and as the sealer cured we would not have the problem. We accepted her answer. On 9/12/2016 the owner who was at my home stated some stones require more sealer. On 10/6/2016 Mike Lucido Arch City Granite was in our home and stated the sales person should not have told us this because they would have been out here the next day to apply more sealer. He said "that is why she is no longer a salesperson."

In Mid August we called Arch Granite to request a service call. The owner showed up, argued with me about the counter and wiped a bit of acetone on it which did nothing. He said he needed a cleaner which was on order. Wouldn't you think this company would have this cleaner for service calls? He said if this sealer doesn't work he would need to apply a paste and that we would have to wait 72 hours before using our counters. Then our counters would need to be sealed again.

On Monday 9/26 I called to and was told Josh and Mike would be at the home on 10/3.
Josh and Mike Lucido, a manager arrived and cleaned the counter with HANAFINN Rejuvenata The towel used to wipe the cleaner on the counter showed some dirt was removed and a very slight improvement was made.

Mike then informed me the owner wished to try a poultice. You will not be able to use your counters for 3 days after the application. Mike and Josh left and Josh returned a few hours later with 5 small cans. Each can covers up to 30 inches. Our total counter 56 SFT with about about 2/3 of that stained and dirty. Needless to say there was not enough to cover the whole counter. Only the area by the sink and left side of the stove were completely covered. The other parts of the counter were only half way. The instructions stated to apply the poultice ¼ inch thick. Because there was not enough material it was applied paper thin. It was dry in less than 24 hours and created intense orange fumes. Five days later we still smell fumes. The kitchen could not be used for three days. Neither Mike nor Josh have every applied or worked with a poultice. Their only experience with the product is from the owner.

On Tuesday 10/6 Josh and Mike returned. The the entire area is now darker and has a greenish tinge to it - so not only is there no improvement it is worse.

Arch City now wants to do a poultice again, this time following the directions on the can. They estimate 15 - 20 cans of the product will be required and used. On Thursday 10/8 I contacted the manufacturer for the product they wish to apply. I spoke with their technical services for installation manager. This is what I was told:
1. This product is meant to be a "spot" treatment and they would not under any circumstances apply more than 2 or 3 cans at a time.
2. In addition to various solvents and isopropanol the product contains linseed which causes the majority of the fumes. Unless all of the windows are open and large fans are available to vent the home, the smell will permeate the sheet rock, couches, furniture etc.. and it would take months to rid the home of the smell.
3. The fumes are hazardous to health. Again, why she absolutely does not recommend more than a couple of cans. She is surprised family members did not fall ill using 5 cans. Given we have a family member with severe asthma she does not recommend using more than 1 can.
4. In addition to the hazards, there must be at least 1 inch diameter around the area to be treated to allow the product to pull the stain out. The farther you are from the clean area the least likely it is to work.

Needless to say -- this is not going to be the route we take. This company does not stand behind their product.

Arch City Granite was referred to us by a friend. The moment we walked into the showroom, we knew that we were in good hands. We worked with Rahul (sales manager at the showroom) throughout the process. We did not have any idea about the types of stones and the amount of work required for their maintenance as well as the finishing of the edges of the stones. Rahul was very patient with us and walked us through everything step by step. We changed out minds a couple of times with regards to the type of stone that we wanted to be installed as our countertops and Rahul was very understanding in the process even meeting us on a Sunday when we did not have the time on weekdays. The old countertop and plumbing removal process handled by Arch City was very smooth and both the countertop installation and plumbing installation technicians did a great job and were very friendly. We love our new countertops and we would recommend all our family and friends to work with Arch City Granite.

We had a great experience with Arch City Granite and I would definitely recommend them. The selection of granite slabs was excellent. The staff was helpful, informative and wanted to make sure we were happy with our selection. Even the installation crew were very professional and gave us good advice on how to care for our new countertops. From the beginning to the end, Arch City Granite made the whole process enjoyable.