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Artisan Granite & Marble

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Artisan Granite & Marble Reviews (1)

The company advertises Free Estimates. We not only paid them for the repair, but to drive to our house as well at the same price/hour. On January 7, the company came to my house to repair my granite countertop that had separated due to settling. The repairman was extremely polite and on time for the scheduled repair. Upon completion of the repair he called the office to determine how much I owed. We were charged $85/hour for 3.5 hours of work when he was here for about 2 hours. The additional 1.5 hours was driving time, which we were never told we would be paying. We made sure of this upon making the appointment due to the fact we knew we were "out of area" for them. I understand the company went back on their word, but do not find it justified to pay $85/hour for driving time. I am willing to pay for driving time, but not at this rate. Upon completion of the job, it has been two weeks now, January 19, and my check has still not been deposited and I still do not have a receipt of having paid. I contacted the company and spoke with the person I have been corresponding with and questioned the $85/hour driving time of which she insisted she informed us of, which she never did. I told her I expected my check to be deposited and a receipt in the mail immediately. When you advertise free estimates, that is what it should be. The employee I have been dealing with, whom I'm told is one of the owners, is extremely rude and trying to push all blame off of herself. Even the repairman that was at my house questioned if I was paying what I was quoted. When I said no, he was not surprised. Desired SettlementReimbursement of the 1.5 hours of travel time at $85/hour, would be acceptable due to the fact we never had a written contract, everything was verbal and it is advertised " Free Estimates! Call Today - Take Us for Granite." If you are not going to provide what you advertise, then do NOT put it out there. Your word can not be taken for "granite" in this case. Also, as a fellow businesswoman you do not argue with customers over the phone regardless of who is in the right/wrong. A third party is always better to have intervene. The repairman was great, the company has been less than pleasant to deal with. Business Response Artisan does offer free estimates on granite needed for kitchens, vanities, fireplaces, etc....not for service work. If you provide a layout or drawing Artisan will gladly produce a free estimate. If your home is in an area where Artisan routinely does business or is nearby a job that we have going on, Artisan will gladly stop to measure and from that a free estimate will be produced. With this case there was no estimating to be done. The client asked us to fix her kitchen granite seams that were installed by another company. She mentioned she was unable to have the initial company come back to fix their work. The scope of work was very clear. What wasn't clear was how long it would take to properly fix the botched granite installation. No two jobs are the same with granite. The employee that did the work has been in the granite industry for over 15 years and is very knowledgeable. He is also very costly to our company. $85.00 / hr for such work and travel is not outrageous and in fact is lower than many other reputable granite companies nationally. The job was completed on said date and yes the check has not cleared. The person that is responsible for weekly deposits was out of town starting January 8th and did not return until January 14th. With banks closing at 5:00pm during the week and not being open on weekends, we were not able to make any deposits January 15th or 16th. The check will be deposited January 20, since banks are closed today in recognition of Dr. Martin Luther King Jr., and a receipt will soon follow. The client was fully aware of all charges associated with the trip as they were discussed previously. I apologize your experience with us was less than pleasant but the facts are you called starting around 11/24/2014 for work to be done at your home. There are multiple calls logged from your number and prices were discussed during those calls. You were not able to get the granite company that did the work in your home to come back. Artisan set up a time to do the work and completed the work to the customer's satisfaction. Twelve days later the customer has found fault with the travel time costs. Consumer Response Twelve day response time is due to the fact my husband was the one setting things up with your company. He is currently deployed to an unspecified region and this week was the first time I have been able to talk with him in a month and a half to understand the original work that was to be done. It's sad you take situations like this to your advantage. The original company could and would have come out to repair, but yours came better recognized so we gave you a try. Lesson learned. Final Business Response It is inconceivable to expect Artisan to send one of their most knowledgeable employees 30miles away for service work on a kitchen installed by others and not be compensated for it. Artisan's reputation stands for itself. Artisan has never been written up or had to have the Revdex.com intervene in the 9 years we have been in business. It is Artisan's honesty and forthrightness that has made us a premier granite company. Your allegation of, "Taking advantage of the situation" is completely unfounded. This is a prime example of no good deed goes unpunished.

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Description: Counter Top Suppliers, Marble & Granite Installation, Stonework Fabrication

Address: 203 Boardwalk Dr, Emerald Isle, North Carolina, United States, 28594

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