[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: Regards, [redacted] There is a 2nd seam just inches from the one question which is sealed tight and barely noticeable, if settling was an issue I'm sure it would have affected that seam as well I keep a clutter free area on my counters and we do not stand/sit on them Also, the comment about the lumber that was supplied to build these units is news to us Mr.E [redacted] mentioned bringing a laser level here to measure the cabinets, well that was already done by one of his techs when they visited He also mentioned coming here twice after the warranty but he neglected to mention the or other times this was looked at while still under warranty, and after every visit it wasn't long before it reopened At the time the tech told us that he didn't understand why this was happening I did receive a call from them, after we were forced to contact the Revdex.com, stating that they wanted to put some steel rods in there to help close the seam, that doesn't seem like an honest attempt at fixing this problem An independent contractor looked at their work and said the counter was not measured correctly and the seam was to big, and that the sink was hanging on by a set of clamps on one side and a piece of wood on the otherI sent them pictures of it all How many more times are they going to have to come here for this? How can we trust their work after this? This is why we came to you so that we can be refunded the cost and have another contractor complete the work safely and correctly So yes [redacted] I am rejecting their responseRespectfully, [redacted] ***
From: Bery E [redacted] Date: Mon, Oct 27, at 3:PMSubject: FW: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GLTo: [redacted] < [redacted] > [redacted] , [redacted] ***’s response to you, highlights the challenges we have had in evaluating his assertions We are still not clear what he wants [redacted] indicates our installation of granite created so much dust in his house that his house and ductwork system had to be professionally cleaned Because he told us the house had been cleaned professionally, we requested pictures and invoices related to the cleaning, that is why we did not schedule a visit to view his house Looking at a house that was just professionally cleaned would not add value to the consideration of a claim of leaving a house dusty Four different individuals within our company including myself have requested documentation and support related to the situation, none has been sent to us [redacted] indicated to you that he forwarded to [redacted] ***’s insurance claim processing company, [redacted] Claims, the pictures I contacted [redacted] onSeptember 8, and again on October to obtain the photos and invoices Both times I received a response from the individual assigned his claim, indicating they have not received any such pictures or information [redacted] went on to indicate that no drywall work was done It is possible he did not do any such work, we were basing that conclusion on our pictures which show areas on the wall that appear to have been spackled for an upcoming new tile backsplashFinally, [redacted] indicated that the installer cut twelve linear feet of granite The entire length of the wall where the granite trimming was done was only ten feet long and we did not trim the whole length of graniteThe granite was trimmed in a specific part of the kitchen wall where it protruded out and was not straight We apologize for any dust left from our installation It is unfortunately impossible to eliminate all dust The vast majority of houses require either trimming or a cooktop cut out during an installation This is the first time we have had a customer claim their house and ductwork had to be professionally cleaned as a result of our workWe have been in business almost twenty years Construction is a messy undertaking and [redacted] did renovate his entire kitchenWe requested information and support so we could evaluate if something should or could be done and unfortunately we have not been successful in obtaining that Absent an actual request for us to do something and support for any claimed damages there is no course of action we can take Best Regards, Bery E [redacted] Artelye Marble & Granite From: Bery E [redacted] Date: Mon, Oct 27, at 3:PMSubject: FW: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GLTo: [redacted] < [redacted] > ***, This is a forward of my requests for information from [redacted] ***’s Claims Company I know it is difficult for you to hear what in this case is two stories that are quite divergentI thought this email might help support information in my responses to you Best Regards, Bery E [redacted] Artelye Marble & Granite Office: ###-###-#### From: [redacted] *[mailto: [redacted] ] Sent: Wednesday, October 22, 4:PMTo: Bery E [redacted] Subject: RE: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GL No I have not [redacted] *** | Claims Representative-Liab [redacted] Claims Management Services, Inc.Direct ###-###-####, EXT*** | Fax ###-###-####Email [redacted] www[redacted] .com | The leader in innovative claims and productivity management solutions From: Bery E [redacted] [mailto:[email protected]] Sent: Wednesday, October 22, 9:AMTo: [redacted] *.Subject: RE: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GL Have you received any monetary demands, pictures or supporting evidence for this clam Thank you for your help Best Regards, Bery E [redacted] Artelye Marble & Granite Avalon Sinks Office: ###-###-#### Fax : ###-###-#### Cell: ###-###-#### From: [redacted] *[mailto: [redacted] @ [redacted] .com] Sent: Monday, September 08, 12:PMTo: Bery E [redacted] Cc: [redacted] Subject: RE: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GL Thank youI have noted the file of such [redacted] *** | Claims Representative-Liab [redacted] Claims Management Services, Inc.Direct ###-###-####, EXT*** | Fax ###-###-####Email [redacted] @ [redacted] .com www[redacted] .com | The leader in innovative claims and productivity management solutions From: Bery E [redacted] [mailto:[email protected]] Sent: Monday, September 08, 11:AMTo: [redacted] *.Cc: [redacted] Subject: RE: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GL We have tried to obtain information, I just thought that if a claim was filed with your agency there may be some detail as to what the customer was asking for I have never seen a situation where a customer did not lead off with pictures and or invoices for damages repaired We have been unsuccessful in getting any information out of the customer or HD We have been unable to obtain invoices, claimed damage cost, or pictures It is very peculiar Best Regards, Bery E [redacted] Artelye Marble & Granite Avalon Sinks Office: ###-###-#### Fax : ###-###-#### Cell: ###-###-#### From: [redacted] *[mailto: [redacted] @ [redacted] .com] Sent: Monday, September 08, 8:AMTo: Bery E [redacted] Subject: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GL Good Morning Bery, Per my voicemail this morning I was returning your callIn answer to your question, I am not aware of what kind of dollar amount the customer is looking for on the claimArtelye would need to reach out to the customer in order to obtain this information Please let me know if you have any further questions Thanks, [redacted] *** Claims Representative-Liab [redacted] Claims Management Services, IncPhone:###-###-#### Ext.*** Fax: ###-###-#### E-mail: [redacted] @ [redacted] .com www[redacted] .com
10/6/14I have reviewed the information surrounding this claimThe kitchen was installed in January The homeowner claims to have taken occupancy in March We received calls to perform seam repairs which were performed in October and May Based on this complaint it appears the seam has separated again.I can certainly understand that an individual would assume that seam separation was due to improper countertop installationIt is however not uncommon for seams to “pop” or separate in new homes for other reasonsSettling of homes and cabinets is the primary causal factor in seam separationTypically this happens within the first year of the home being usedThe second most common cause of separation is excessive weight being placed on the counter from someone standing or sitting on a counterThe integrity of the seam is completely dependent on the foundation it hasSmall issues with the level of cabinets under a countertop surface can cause this problemBecause of the natural settling of houses, builders generally require a one year warranty from date of occupancy for the counter installationThis period of time has been shown in most cases to allow for a home and cabinets to settleMany homes do not have any issues at all, while others do settle in the area where the cabinets are installed and this arisesI apologize if any of the communications [redacted] had were less than professionalWe discipline individuals who are found to behave unprofessionallyOur commitment to customer service as a company however is borne out by the fact that we visited [redacted] ’s house to assist her twice after she was out of any warranty period at no costAs I had indicated to you in a prior communication, the builder had some settling issues in the development in which [redacted] lives due to lumber supplied to themI am told that several of the houses settled more than usual and for longer periods of timeThis is not the builders fault or our fault, it is also not typicalWe will be contacting the customer this week to set an appointment with them to inspect the situationWe will bring a laser leveling devise to measure the cabinets to determine if there has been settling of themOnly after doing this will we know what corrective actions will help them enjoy their kitchen without the seams movingBest RegardsBery E
[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] Dear Mr [redacted] , I have well received your email and Artelye's response.I am rejecting this response because: I am in awe on how a company of that capacity is conducting their business and treating their clientsIt shows, that consistently I am literally being forced to believe that the damaged granite piece in my kitchen is in fact not damaged and I am complaining about fissures, pitting etcAgain, I will say that Artelye is completely denying the fact that the Tec who came out to investigate the granite, actually admitted that my counter top piece is in fact damaged and he can apply a treatment to fix it - he has not said that this will be a filling for a natural characteristic, fissure or pittingHe acknowledged the damage! It is with regret for me to say, that I have chosen and trusted Artelye to work on my dream kitchen, I am amazed on how conducting such business and tolerating such behavior is at all possible in the United StatesIt is just too easy and convenient to blame any complaints on natural characteristics and making me feel as if I am not capable of differentiate between eitherAnd as I stated before, I have acknowledged the attempt and efforts of Artelye's to replace the broken piece and make me a satisfied costumer, and again will I say, that the attempts and efforts were not met to my satisfaction – as the second good was delivered damaged It is outrages to me, that not only is my competence consistently undermined, now a clearly written statement on Artelye’s legal paper, “Unfortunately we will not be able to entertain a refund of more than 50% of their purchase”, is being excused as “we could have worded it differently, and we are sorry for anything that could have lent itself to misinterpretation We never offered to pay a refund of any kind” This “sorry” is completely unacceptable and insulting! Artelye keeps implying that I have asked for a 100% refund from the get go, which I would like to strongly underline, I never have – I have and still do request a satisfying compensation and accepted Artelye’s 50% refund offer off my original purchaseEven in today’s response, Artelye is contradicting themselves to confuse the customerI am very disappointed of this consistent turning in circles, and see that Artelye’s response keeps reverting to natural characteristicsAfter rereading all corresponds, it seems, Artelye’s responses are trailing away from the truth and the facts, and as I have stated before, I would like for my complaint to be known, in order to avoid other customer’s disappointment similar to mine Regards, [redacted]
December 11, 2015Revdex.com Washington DC MetroComplaint ID: [redacted] Consumer: [redacted] ***Dear Revdex.com, We received notification of this complaint which was filed on Dec It is unfortunate that we were unable to complete the transaction with [redacted] *** It always our intent to complete every sale and it is our endeavor to provide excellent service in the process In this instance we could not complete this sale [redacted] came in to our warehouse and selected a remnant piece of granite to be used for her project She placed a 50% deposit towards the work to be performed which is customary This deposit is a down payment on the services we provide like sending a technician to her house and digitally measuring the space, creating CAD drawings, and fabrication and installation of materialThe balance of the payment would have been rendered upon the completion of the installation [redacted] reserved the material for her project which is identified in the attached granite viewing form This is the form used to specifically identify the piece of granite selected The form indicates that the material will be reserved for a maximum period of days This form was signed by [redacted] on November [redacted] called to schedule the template of her project on December 1, which was days from the date the material was reserved On that day her sales representative was not at work Her sales representative spoke with her the following day when he returned to workThat is the day she was informed that unfortunately the material was used on another job She was informed that our system released the reservation due to the day period lapsing [redacted] then called and spoke with me I told her that I would look into it and get back with her I looked into the situation and upon my review the above information is what I found Before I spoke with [redacted] ***, I looked in our system and in our warehouse to see if there was other material available that was similar to the piece that [redacted] selected for her project Unfortunately there was none, and that is why the material was used on another job I informed [redacted] that we did not have similar material on hand to provide her as an option at that time [redacted] requested a refund of the deposit which we processed the same dayI have attached a copy of the refund processing receipt I know that she indicated that it had not hit her account as of December It must have taken some time for her card provider to process the transactionWe fully intended to provide the services [redacted] requested when she visited our showroom If we had more of the stone she selected in stock we would have certainly provided that option to her, in fact if we had more of that stone in stock, the piece she reserved would not have been used The showroom did not actively try to sell the piece of stone that was reserved and not let [redacted] know There was another job being managed from a different department that was using the same color material, a piece of that jobs material got broken and additional material was needed The system showed the remnant and that it was beyond the reservation date and as a result, the material was fabricated the morning of December That remnant was the last piece of that material we had The sales representative found out the same day [redacted] spoke with him about the use of the material, because he was not in the office the day the material was used We completely understand the frustration about the transaction It is unusual that this situation occurs because we stock such a large amount of stoneUnfortunately for this transaction and the specific stone that was selected there was a short supply and it caused this situation The reservation timelines are a necessary business practice for us We have had customers, who reserved material and then cancel the transaction When this goes for a protracted period of time it consumes our warehouse space and financial resources This was not the case with [redacted] ***, this is just an example of why the reservation time lines are presentWe try our best to inform customers of this by having them sign the material selection sheet, which includes an explanation of the reservation time period Finally we do wish this had worked out for both of us but a shortage of this material’s availability thrust us into this situation Best RegardsBery E [redacted] Please see the attachments for our response to this complaint Please let me know if you have any questions or need additional information
[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 paper signed by myself was a requirement and stated that for "safety reasons" I must sign before I can view any graniteWhile I am satisfied that a refund was given to me, it is unethical at best to suggest that a viewing form, which is not mentioned anywhere in the actual contact, is made part of the official agreementThis company blatantly suggested that they intended to sell their granite to the first person that can come in, place a 50% deposit to the first person who can schedule the install within daysI reject that business practice because it suggests that no deposit would be secure for any reasonAgain, the residential contract did not have any clause or any mention of install requirement within days or said residential contract would be otherwise null and voidThat is the only language that would be considered acceptable once a contract is signed by both partiesIf the Revdex.com logo is indeed "start with trust" then this unethical and lack of transparent business practice fully practiced by this company should be grounds for investigating this company furtherI have gone to another company who I would much rather give my business to who has no problem with entering into a contract, placing a 50% deposit down, and willing to take selected granite out of selling status upon signing contractThis 10-day nonsense this company places on extraneous paperwork is ridiculousI suggested to Artelye that they seriously reconsider updating their residential contract to be much more transparent and clear as a possible solution to this unethical business practice, and to which, I did not get any serious tractionWill never recommend this company to anyone and believe their rating with the Revdex.com be downgraded to reflect this unethical business practice Regards, [redacted] ***
Our initial response indicated we would not entertain a refund that was greater than 50% of the amount they paid for their kitchen which is what they were asking for We could have worded it differently, and we are sorry for anything that could have lent itself to misinterpretation The refund they were requesting was greater then 50% of the contract We indicated we would not entertain it We never offered to pay a refund of any kind Best Regards Bery E [redacted] Artelye Inc,
[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 paper signed by myself was a requirement and stated that for "safety reasons" I must sign before I can view any graniteWhile I am satisfied that a refund was given to me, it is unethical at best to suggest that a viewing form, which is not mentioned anywhere in the actual contact, is made part of the official agreementThis company blatantly suggested that they intended to sell their granite to the first person that can come in, place a 50% deposit to the first person who can schedule the install within daysI reject that business practice because it suggests that no deposit would be secure for any reasonAgain, the residential contract did not have any clause or any mention of install requirement within days or said residential contract would be otherwise null and voidThat is the only language that would be considered acceptable once a contract is signed by both parties If the Revdex.com logo is indeed "start with trust" then this unethical and lack of transparent business practice fully practiced by this company should be grounds for investigating this company furtherI have gone to another company who I would much rather give my business to who has no problem with entering into a contract, placing a 50% deposit down, and willing to take selected granite out of selling status upon signing contractThis 10-day nonsense this company places on extraneous paperwork is ridiculousI suggested to Artelye that they seriously reconsider updating their residential contract to be much more transparent and clear as a possible solution to this unethical business practice, and to which, I did not get any serious traction Will never recommend this company to anyone and believe their rating with the Revdex.com be downgraded to reflect this unethical business practice 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: [redacted] I am rejecting this response because: Regards, [redacted] There is a 2nd seam just inches from the one question which is sealed tight and barely noticeable, if settling was an issue I'm sure it would have affected that seam as well I keep a clutter free area on my counters and we do not stand/sit on them Also, the comment about the lumber that was supplied to build these units is news to us Mr.E [redacted] mentioned bringing a laser level here to measure the cabinets, well that was already done by one of his techs when they visited He also mentioned coming here twice after the warranty but he neglected to mention the or other times this was looked at while still under warranty, and after every visit it wasn't long before it reopened At the time the tech told us that he didn't understand why this was happening I did receive a call from them, after we were forced to contact the Revdex.com, stating that they wanted to put some steel rods in there to help close the seam, that doesn't seem like an honest attempt at fixing this problem An independent contractor looked at their work and said the counter was not measured correctly and the seam was to big, and that the sink was hanging on by a set of clamps on one side and a piece of wood on the otherI sent them pictures of it all How many more times are they going to have to come here for this? How can we trust their work after this? This is why we came to you so that we can be refunded the cost and have another contractor complete the work safely and correctly So yes [redacted] I am rejecting their responseRespectfully, [redacted] ***
From: Bery E [redacted] Date: Mon, Oct 27, at 3:PMSubject: FW: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GLTo: [redacted] < [redacted] > [redacted] , [redacted] ***’s response to you, highlights the challenges we have had in evaluating his assertions We are still not clear what he wants [redacted] indicates our installation of granite created so much dust in his house that his house and ductwork system had to be professionally cleaned Because he told us the house had been cleaned professionally, we requested pictures and invoices related to the cleaning, that is why we did not schedule a visit to view his house Looking at a house that was just professionally cleaned would not add value to the consideration of a claim of leaving a house dusty Four different individuals within our company including myself have requested documentation and support related to the situation, none has been sent to us [redacted] indicated to you that he forwarded to [redacted] ***’s insurance claim processing company, [redacted] Claims, the pictures I contacted [redacted] onSeptember 8, and again on October to obtain the photos and invoices Both times I received a response from the individual assigned his claim, indicating they have not received any such pictures or information [redacted] went on to indicate that no drywall work was done It is possible he did not do any such work, we were basing that conclusion on our pictures which show areas on the wall that appear to have been spackled for an upcoming new tile backsplashFinally, [redacted] indicated that the installer cut twelve linear feet of granite The entire length of the wall where the granite trimming was done was only ten feet long and we did not trim the whole length of graniteThe granite was trimmed in a specific part of the kitchen wall where it protruded out and was not straight We apologize for any dust left from our installation It is unfortunately impossible to eliminate all dust The vast majority of houses require either trimming or a cooktop cut out during an installation This is the first time we have had a customer claim their house and ductwork had to be professionally cleaned as a result of our workWe have been in business almost twenty years Construction is a messy undertaking and [redacted] did renovate his entire kitchenWe requested information and support so we could evaluate if something should or could be done and unfortunately we have not been successful in obtaining that Absent an actual request for us to do something and support for any claimed damages there is no course of action we can take Best Regards, Bery E [redacted] Artelye Marble & Granite From: Bery E [redacted] Date: Mon, Oct 27, at 3:PMSubject: FW: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GLTo: [redacted] < [redacted] > ***, This is a forward of my requests for information from [redacted] ***’s Claims Company I know it is difficult for you to hear what in this case is two stories that are quite divergentI thought this email might help support information in my responses to you Best Regards, Bery E [redacted] Artelye Marble & Granite Office: ###-###-#### From: [redacted] *[mailto: [redacted] ] Sent: Wednesday, October 22, 4:PMTo: Bery E [redacted] Subject: RE: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GL No I have not [redacted] *** | Claims Representative-Liab [redacted] Claims Management Services, Inc.Direct ###-###-####, EXT*** | Fax ###-###-####Email [redacted] www[redacted] .com | The leader in innovative claims and productivity management solutions From: Bery E [redacted] [mailto:[email protected]] Sent: Wednesday, October 22, 9:AMTo: [redacted] *.Subject: RE: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GL Have you received any monetary demands, pictures or supporting evidence for this clam Thank you for your help Best Regards, Bery E [redacted] Artelye Marble & Granite Avalon Sinks Office: ###-###-#### Fax : ###-###-#### Cell: ###-###-#### From: [redacted] *[mailto: [redacted] @ [redacted] .com] Sent: Monday, September 08, 12:PMTo: Bery E [redacted] Cc: [redacted] Subject: RE: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GL Thank youI have noted the file of such [redacted] *** | Claims Representative-Liab [redacted] Claims Management Services, Inc.Direct ###-###-####, EXT*** | Fax ###-###-####Email [redacted] @ [redacted] .com www[redacted] .com | The leader in innovative claims and productivity management solutions From: Bery E [redacted] [mailto:[email protected]] Sent: Monday, September 08, 11:AMTo: [redacted] *.Cc: [redacted] Subject: RE: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GL We have tried to obtain information, I just thought that if a claim was filed with your agency there may be some detail as to what the customer was asking for I have never seen a situation where a customer did not lead off with pictures and or invoices for damages repaired We have been unsuccessful in getting any information out of the customer or HD We have been unable to obtain invoices, claimed damage cost, or pictures It is very peculiar Best Regards, Bery E [redacted] Artelye Marble & Granite Avalon Sinks Office: ###-###-#### Fax : ###-###-#### Cell: ###-###-#### From: [redacted] *[mailto: [redacted] @ [redacted] .com] Sent: Monday, September 08, 8:AMTo: Bery E [redacted] Subject: Claim - [redacted] - [redacted] - Date of Loss: 08/18/- GL Good Morning Bery, Per my voicemail this morning I was returning your callIn answer to your question, I am not aware of what kind of dollar amount the customer is looking for on the claimArtelye would need to reach out to the customer in order to obtain this information Please let me know if you have any further questions Thanks, [redacted] *** Claims Representative-Liab [redacted] Claims Management Services, IncPhone:###-###-#### Ext.*** Fax: ###-###-#### E-mail: [redacted] @ [redacted] .com www[redacted] .com
10/6/14I have reviewed the information surrounding this claimThe kitchen was installed in January The homeowner claims to have taken occupancy in March We received calls to perform seam repairs which were performed in October and May Based on this complaint it appears the seam has separated again.I can certainly understand that an individual would assume that seam separation was due to improper countertop installationIt is however not uncommon for seams to “pop” or separate in new homes for other reasonsSettling of homes and cabinets is the primary causal factor in seam separationTypically this happens within the first year of the home being usedThe second most common cause of separation is excessive weight being placed on the counter from someone standing or sitting on a counterThe integrity of the seam is completely dependent on the foundation it hasSmall issues with the level of cabinets under a countertop surface can cause this problemBecause of the natural settling of houses, builders generally require a one year warranty from date of occupancy for the counter installationThis period of time has been shown in most cases to allow for a home and cabinets to settleMany homes do not have any issues at all, while others do settle in the area where the cabinets are installed and this arisesI apologize if any of the communications [redacted] had were less than professionalWe discipline individuals who are found to behave unprofessionallyOur commitment to customer service as a company however is borne out by the fact that we visited [redacted] ’s house to assist her twice after she was out of any warranty period at no costAs I had indicated to you in a prior communication, the builder had some settling issues in the development in which [redacted] lives due to lumber supplied to themI am told that several of the houses settled more than usual and for longer periods of timeThis is not the builders fault or our fault, it is also not typicalWe will be contacting the customer this week to set an appointment with them to inspect the situationWe will bring a laser leveling devise to measure the cabinets to determine if there has been settling of themOnly after doing this will we know what corrective actions will help them enjoy their kitchen without the seams movingBest RegardsBery E
[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] Dear Mr [redacted] , I have well received your email and Artelye's response.I am rejecting this response because: I am in awe on how a company of that capacity is conducting their business and treating their clientsIt shows, that consistently I am literally being forced to believe that the damaged granite piece in my kitchen is in fact not damaged and I am complaining about fissures, pitting etcAgain, I will say that Artelye is completely denying the fact that the Tec who came out to investigate the granite, actually admitted that my counter top piece is in fact damaged and he can apply a treatment to fix it - he has not said that this will be a filling for a natural characteristic, fissure or pittingHe acknowledged the damage! It is with regret for me to say, that I have chosen and trusted Artelye to work on my dream kitchen, I am amazed on how conducting such business and tolerating such behavior is at all possible in the United StatesIt is just too easy and convenient to blame any complaints on natural characteristics and making me feel as if I am not capable of differentiate between eitherAnd as I stated before, I have acknowledged the attempt and efforts of Artelye's to replace the broken piece and make me a satisfied costumer, and again will I say, that the attempts and efforts were not met to my satisfaction – as the second good was delivered damaged It is outrages to me, that not only is my competence consistently undermined, now a clearly written statement on Artelye’s legal paper, “Unfortunately we will not be able to entertain a refund of more than 50% of their purchase”, is being excused as “we could have worded it differently, and we are sorry for anything that could have lent itself to misinterpretation We never offered to pay a refund of any kind” This “sorry” is completely unacceptable and insulting! Artelye keeps implying that I have asked for a 100% refund from the get go, which I would like to strongly underline, I never have – I have and still do request a satisfying compensation and accepted Artelye’s 50% refund offer off my original purchaseEven in today’s response, Artelye is contradicting themselves to confuse the customerI am very disappointed of this consistent turning in circles, and see that Artelye’s response keeps reverting to natural characteristicsAfter rereading all corresponds, it seems, Artelye’s responses are trailing away from the truth and the facts, and as I have stated before, I would like for my complaint to be known, in order to avoid other customer’s disappointment similar to mine Regards, [redacted]
December 11, 2015Revdex.com Washington DC MetroComplaint ID: [redacted] Consumer: [redacted] ***Dear Revdex.com, We received notification of this complaint which was filed on Dec It is unfortunate that we were unable to complete the transaction with [redacted] *** It always our intent to complete every sale and it is our endeavor to provide excellent service in the process In this instance we could not complete this sale [redacted] came in to our warehouse and selected a remnant piece of granite to be used for her project She placed a 50% deposit towards the work to be performed which is customary This deposit is a down payment on the services we provide like sending a technician to her house and digitally measuring the space, creating CAD drawings, and fabrication and installation of materialThe balance of the payment would have been rendered upon the completion of the installation [redacted] reserved the material for her project which is identified in the attached granite viewing form This is the form used to specifically identify the piece of granite selected The form indicates that the material will be reserved for a maximum period of days This form was signed by [redacted] on November [redacted] called to schedule the template of her project on December 1, which was days from the date the material was reserved On that day her sales representative was not at work Her sales representative spoke with her the following day when he returned to workThat is the day she was informed that unfortunately the material was used on another job She was informed that our system released the reservation due to the day period lapsing [redacted] then called and spoke with me I told her that I would look into it and get back with her I looked into the situation and upon my review the above information is what I found Before I spoke with [redacted] ***, I looked in our system and in our warehouse to see if there was other material available that was similar to the piece that [redacted] selected for her project Unfortunately there was none, and that is why the material was used on another job I informed [redacted] that we did not have similar material on hand to provide her as an option at that time [redacted] requested a refund of the deposit which we processed the same dayI have attached a copy of the refund processing receipt I know that she indicated that it had not hit her account as of December It must have taken some time for her card provider to process the transactionWe fully intended to provide the services [redacted] requested when she visited our showroom If we had more of the stone she selected in stock we would have certainly provided that option to her, in fact if we had more of that stone in stock, the piece she reserved would not have been used The showroom did not actively try to sell the piece of stone that was reserved and not let [redacted] know There was another job being managed from a different department that was using the same color material, a piece of that jobs material got broken and additional material was needed The system showed the remnant and that it was beyond the reservation date and as a result, the material was fabricated the morning of December That remnant was the last piece of that material we had The sales representative found out the same day [redacted] spoke with him about the use of the material, because he was not in the office the day the material was used We completely understand the frustration about the transaction It is unusual that this situation occurs because we stock such a large amount of stoneUnfortunately for this transaction and the specific stone that was selected there was a short supply and it caused this situation The reservation timelines are a necessary business practice for us We have had customers, who reserved material and then cancel the transaction When this goes for a protracted period of time it consumes our warehouse space and financial resources This was not the case with [redacted] ***, this is just an example of why the reservation time lines are presentWe try our best to inform customers of this by having them sign the material selection sheet, which includes an explanation of the reservation time period Finally we do wish this had worked out for both of us but a shortage of this material’s availability thrust us into this situation Best RegardsBery E [redacted] Please see the attachments for our response to this complaint Please let me know if you have any questions or need additional information
[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 paper signed by myself was a requirement and stated that for "safety reasons" I must sign before I can view any graniteWhile I am satisfied that a refund was given to me, it is unethical at best to suggest that a viewing form, which is not mentioned anywhere in the actual contact, is made part of the official agreementThis company blatantly suggested that they intended to sell their granite to the first person that can come in, place a 50% deposit to the first person who can schedule the install within daysI reject that business practice because it suggests that no deposit would be secure for any reasonAgain, the residential contract did not have any clause or any mention of install requirement within days or said residential contract would be otherwise null and voidThat is the only language that would be considered acceptable once a contract is signed by both partiesIf the Revdex.com logo is indeed "start with trust" then this unethical and lack of transparent business practice fully practiced by this company should be grounds for investigating this company furtherI have gone to another company who I would much rather give my business to who has no problem with entering into a contract, placing a 50% deposit down, and willing to take selected granite out of selling status upon signing contractThis 10-day nonsense this company places on extraneous paperwork is ridiculousI suggested to Artelye that they seriously reconsider updating their residential contract to be much more transparent and clear as a possible solution to this unethical business practice, and to which, I did not get any serious tractionWill never recommend this company to anyone and believe their rating with the Revdex.com be downgraded to reflect this unethical business practice Regards, [redacted] ***
Our initial response indicated we would not entertain a refund that was greater than 50% of the amount they paid for their kitchen which is what they were asking for We could have worded it differently, and we are sorry for anything that could have lent itself to misinterpretation The refund they were requesting was greater then 50% of the contract We indicated we would not entertain it We never offered to pay a refund of any kind Best Regards Bery E [redacted] Artelye Inc,
[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 paper signed by myself was a requirement and stated that for "safety reasons" I must sign before I can view any graniteWhile I am satisfied that a refund was given to me, it is unethical at best to suggest that a viewing form, which is not mentioned anywhere in the actual contact, is made part of the official agreementThis company blatantly suggested that they intended to sell their granite to the first person that can come in, place a 50% deposit to the first person who can schedule the install within daysI reject that business practice because it suggests that no deposit would be secure for any reasonAgain, the residential contract did not have any clause or any mention of install requirement within days or said residential contract would be otherwise null and voidThat is the only language that would be considered acceptable once a contract is signed by both parties If the Revdex.com logo is indeed "start with trust" then this unethical and lack of transparent business practice fully practiced by this company should be grounds for investigating this company furtherI have gone to another company who I would much rather give my business to who has no problem with entering into a contract, placing a 50% deposit down, and willing to take selected granite out of selling status upon signing contractThis 10-day nonsense this company places on extraneous paperwork is ridiculousI suggested to Artelye that they seriously reconsider updating their residential contract to be much more transparent and clear as a possible solution to this unethical business practice, and to which, I did not get any serious traction Will never recommend this company to anyone and believe their rating with the Revdex.com be downgraded to reflect this unethical business practice Regards, [redacted] ***