Atlas Granite Inc

Initial Business Response /* (1000, 5, 2014/06/03) */
We are sorry to hear about customer's complaint as a service call was already scheduled for the issuesOur installer has been back to Fort McMurray and has addressed customers concerns
Thank You
Initial Consumer Rebuttal /*
(3000, 7, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Two days after I made the complaint to the Revdex.com, the installer phoned to schedule the repairThe correction was done, and stove now fits, though there are numerous chips on the bottom of the granite edge from the grindingThis cannot be seen against the stove, so it is acceptableSales rep did not contact me and no discount/refund was offeredWe are happy the job is done, but not happy with the problems we experienced

Initial Business Response /* (1000, 5, 2016/05/21) */
I am sorry to hear about Mrs *** experience.The error on backsplash was acknowledged and was fixed as soon as we received material to remake itThe year sealer was out of stock with our supplier and we had advised customer that it
is something that's totally out of our control and offered refund as an alternative.I had also let customer know that her counter tops were completely sealed and Atlas would take responsibility for any stains incurred till the time permanent sealer arrivedWe did manage to get one kit shipped to us from overseas and have completed the required permanent sealing on May/20/The technician has made a note of silicone colour and will go back to job site on Tuesday May 24th to re do the silicone as per customer requestI have been personally in touch with Mrs *** during the whole process and have offered her our apology for the delay even though it was an unforeseen circumstance
Initial Consumer Rebuttal /* (3000, 7, 2016/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is now May The silicon has not been addressedI have been made promises everyday for the last week that it will be done either that day or tomorrowThis morning I received a call from a technician that he was on the way(although he did have to ask what he had to do to complete the job); a half hour later another callAnother job has priority and he has to go there, then if he has time he'll start looking for the required silicon and then if there is time he will do the jobI have spent uncountable days waiting at home under similar circumstances throughout this job; however, this man had the courtesy to at least call to say he was actually not on his way to our house*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Final Business Response /* (4000, 9, 2016/06/13) */
The silicone has been fixed and the counters have been sealedCustomer didn't like the sink which she had picked and we have forwarded manufacturer & suppliers information to customer so as she can address her concerns directly with them*** *** *** *** *** Customer wanted a written warranty for sealer and has been advised that she will have to register it directly online with manufacturer as warranty has to be in her nameThere has been a recent takeover of the sealer supplying company so we are waiting for a confirmation for steps to register and will forward to customer once we have it
Final Consumer Response /* (4200, 11, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has finally addressed most issues (except for the sealant warranty)However, the service was unsatisfactoryIt took 1/months from placement of the order until the job was completedI know it is only at this stage because I called and texted dozens of times but MAINLY because I made this complaintOnly after this complaint was received was there any action by the company to complete the jobI think potential customers should know that although this company has good stone products and competitive pricing their service and attitude to customers leaves much to be desired

Re: Case # *** - *** *** ">Thank you for getting back to me in regards to this matterAfter looking into this, here is a brief outline of the situation and hopefully we can have this resolved for the homeownerThe contract was signed with Atlas Granite Incand the payment was made to Atlas Granite Inc., the work itself was contracted out to a contractor who did the InstallAs noted and Initialed by yourself (homeowner) it does say that you do have hours to notify us of any concernsUnfortunately the concern was never relayed to us by the contractor nor yourselfThis is why there was lack of communicationEmail dated July was the first of hearing of this ordealIn good faith we would like to offer the original amount that was discussed between the contractor and yourself of $The contractor is no longer with Atlas Granite Inc.Or we can use it towards a credit to another upcoming project. Please advise as to which direction you would like us to proceeded with, I can assist *** in any upcoming jobs if you wish

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Atlas granite is very poor in responding to calls/emails and the worst customer service we’ve ever seen.
We have been waiting for almost 2 months to do some final touchups to be done so that we can use our shower. One installer did a great job and the other did a poor job and still waiting to be completed.
Be Aware that you have to pay 100% of the money even before they deliver the product!
And you have to be ready to make 100s of phone calls/messages and even after that if you get a reply then you are lucky.
Our biggest mistake was choosing Atlas.

Never use this company I had Quartz counters installed including a sink. The sink fell out they refused to fix it unless I paid for a full install

Initial Business Response /* (1000, 6, 2014/04/04) */
Our terms and conditions clearly state the natural characterstics of stone and seam. Please find below a copy of it which was signed by customer.
(Stone is a natural formation comprised of minerals. Not unlike wood, each stone has...

unique natural veining, pitting fissures, micro-cracks, and color variations including patterns, markings, and darker or lighter spots which are all natural characteristics of stone.There is a limitation to the overall slab sizes available. Seam placement is determined by Atlas Granite Inc once templates have been made. The size
of granite slab available, project templates, height of the room, access to job site and appliance configurations are all items that determine seam
location, if any. I am aware that seams cannot be hidden and will be visible. Patterns may not match at seams)
The countertops colors matched in the back of sink which shows the natural color variations in stone as it was the same piece in back and front of sink.
At this stage customer asked to match seam exactly and agreed to pay extra for it. We had to use two slabs to do it and replaced the counter tops with a bookmatched seam.
The bridge size was provided by customer and was cut exactly according to stove manufacturer specifications. Customer was not happy with the bridge and we had even send a crew out to re cut it [redacted]
Customers contractor had the cabinets installed and was in charge of plumbing. It was contractor responsibility to ensure that water main was turned off during any kitchen bath renovation.
Also we had told customer that we were sold out on 15 sealer and were advised by her that she didn't need it any more.
We have email from customer where she is only disputing $250.00 cost for ceiling repaint