Block Tops Inc

Re: [redacted] - Complaint #[redacted]We are in receipt of the above referenced complaint. Mr [redacted] is a [redacted] customer and purchased a countertop through a [redacted] contract. The sales process was handled at his local store and a purchase order was sent to Block Tops to perform the...

work.Prior to Block Tops receiving the purchase order Mr [redacted] says he was instructed by [redacted] to view available slabs at the [redacted] material distributor AZ Tile. Usually, Block Tops would evaluate the order and inform the customer whether Block Tops had existing material or if they should view at the distributor. Block Tops would then make an appointment for viewing. Slab viewing is not mandatory and many customers chose not to view. The signed AZ Tile Final Approval & Release sheet (item #2) shows the slab numbers that were viewed and the characteristics of Granite. We have circled the areas of particular importance; Slab numbers & the disclaimer that AZ tile DOES NOT guarantee that any particular slab or portion of a slab will be used. There were no further instructions on the signed approval sheet. Item #5 is the order acknowledgment showing that the slabs viewed were the slabs received by Block Tops. Item #1 shows that the slab used -16 was one of the slabs viewed and approved. The order was not a two-slab job and the customer was charged only for the square footage of the countertop per [redacted]'s normal program.Our signed “Things You Should Know & Stonemark Granite Specification sheet" (item # 3&4 attached) describe the colors, variance and character as well as mention that a slab layout is “possible" if the customer requests and schedules an appointment. Our signed template diagram item #6 has no special notations or requests from the customer. After installation Mr [redacted] filed a complaint with [redacted]s Customer Care department saying that Block Tops had not used the slabs he had viewed. Documentation was provided confirming that the top was made from the slabs viewed and delivered to Block Tops. [redacted] store management and Block Tops management scheduled a site visit. [redacted] confirmed the information and installation was correct and that there was not an issue with the job or process with Mr [redacted]. [redacted] closed the complaint and removed responsibility for the concerns from Block Tops. Block Tops was informed that the issue was closed and was taken care of at the store level. From the Revdex.com complaint we can see that [redacted] Store also offered a $250 gift card for Mr [redacted]'s concerns even though the job was performed as sold and as contracted. We do not know if he has accepted or refused their goodwill gesture.Regards,[redacted] President Block Tops, Inc.