Block Tops

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10581296, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] To whom it may concern,I do see Block Tops has received my complaint However, my complaint was sent out before a Block Tops had contacted me to come view the 2nd piece of granite with the pits I continued to keep the complaint open until it was completely resolved I expressed my concerns with both Home Depot and block tops as all this was coming into placeThere were several delays responses from Block Tops back when the major concerns of incorrect measure to and incorrect installation As I mentioned many of times, we did accept did do our own demolition We were concerned about the fact of plywood had to remain since no one from either company asked? They are the experts dealing with this work every dayThey never asked us to look at utube vidios or such Another saying from block tops I just read in their complaintWhen in doubt, my husband and son went on the night before the granite was to be installed to ask and the lady who sold me the granite abd she did say we can leave it on, but never said it was not a correct procedure, and that it would show It would take several days for Blocj block tops to return my calls I had to contact Home Depot and they said they had been speaking to [redacted] , and that [redacted] had already talked to me to take care of it This was and absolute lie She did not contact me the day I went in to Home Depot, which [redacted] , sales rep at Home Depot says they would I waited till the next day and still no call from block tops I called Home Depot again and [redacted] said he would call them right a way, which he did [redacted] in turn said the lie about speaking to me that same morning I takes to [redacted] The last I had spoken to [redacted] , she was rude and said this was a situation I had to Bug Home Depot about, so yes, I was very disturbed by her service and lie She then tried to tell me she was "just about to call me"Which did not happen since I finally got to speak to her Block tops and Home Depot are scheduled to come within the next week after I have other work in the process in my kitchen One of them includes covering up the plywood that they left showing and did not tell me it would show that way and I would need to fix itI'm having to pay for this since they will be far from accepting this mistakeI will be happy to talk about all this with [redacted] once they come out I had requested for him to call me back several times and left at least 2-messages for blocktops or [redacted] to call me back after I had spoken to him on a Saturday morning, when the last time we spoke that morning, he said all would be taken care of with my satisfaction.This has caused south stress onystlf, loss of work pay, and never thought it would be so difficult to be happy with the job The two men who came out to fills holes said they would just do a small section so I can see what I thought That is what they did I did not tell them to stopI was not satisfied with the outcome and they too will see what I mean once they come to inspect the fixesMike, the person who inpected also said some pits WERE AND SOME WERE NOT He mentioned it should of been cought during fabricationI don't see that was mentioned in ***s complaintI hope to clarify the rest of this in person soon with [redacted] and Home Depot before bringing this complaint to a close As of now, I would like to continue to have it open.Thank you, [redacted]

Revdex.comViewridge Ave #200San Diego, CA 92123-1688ATTN: *** *** RE: *** *** ** #***,CKITOPS IncorporatedI have received and reviewed the complaint from *** ***of 4/16/dated May 20th I am very surprisedto receive this since we have
been working with Home Depot to clarify and resolve her concerns and had anappointment scheduled at her request on June (she had said her availability was June 1-June 18th).The complaint should be dismissed since it is attached to Block Tops but references her concerns with Home Depot andthe sales processHer sales contract is also with Home Depot and is in her husband's name (***).Block Tops has provided excellent customer service and conflict resolution since and we take our reputation veryseriouslyThe countertop remodel process is usually only experienced once or twice by a consumer and can be a verydaunting procedureWhen ***'s cooktop she had purchased outside of Home Depot was held up during the portstrike- we agreed to install the tops and return for the cooktop cutout when it would arrive.Block Tops provides several pages of information at the time of template to help the customer navigate the process.Block Tops offers demolition through Home Depot which was not purchased by the customerThey chose to do theirown tea rout and stated in the complaint that they weren't told of certain steps that needed to be done in the tea routItis not the procedure for us to explain to a customer how to do a tile tea rout since there are many ways that thetile could have been installed and our professional crews have to adapt to whatever they find at demolitionHomeDepot provides a lot of consumer information on DIY projects and there are many DIY YouTube postingsI do not knowwhat resources the customer chose to useOur template diagram shows the dimensions of the countertop and an actualstick pattern was made over the existing cabinets and plywood supportsThe paperwork notes that the shim will showand that Block Tops was not providing any molding to cover it as part oftheir purchaseThis paperwork signed by ***at time of template.After the install *** expressed concerns over the size of the bar top and the existing support plywood that wasvisible underneathThe top was made to the specifications on the drawing and the support plywood was still neededbecause of their applicationShe expressed a desire to have a larger overhang and we notified Home Depot of thisdesireAs a goodwill gesture, Block Tops agreed to remake the larger bar top at a highly discounted price andHome Depot issued a purchase order for the remake- from the complaint it appears that Home Depot did not requireany additional charge from the customer.Block Tops requested that *** come to the Sacramento production facility to view the material that the bar topwould be made from for her approvalShe declined viewing the material and photos were sent as an alternativeOnApril gth we installed the new bar top and the completed paperwork was signed off by *** with very positivecomments (see attached)Two weeks later she expressed concerns over "pitting" in the bar top.Granite has naturally occurring pits and fissures but we sent out a tech to inspect/address her concerns on 4/He didsome touch up/detail work but we did not have enough time scheduled to work through all her concernsTech said wewould schedule an appointment at her convenience without a time restraint to work through all her concerns.*** said her availability was 6/1-6/and we scheduled a detail tech for 6/At the scheduled appointment of 6/1he was in the process of filling some of the natural pits and *** asked him to stop working on it- that she wanted anew bar topThe tech was told by the office to take pictures of the top, re-template, and tell customer that we wouldinform Home Depot of her desire.We have forwarded the pictures and notified Home Depot management of her concerns and desiresI have offered tomeet Home Depot management at the jobsite to review the installation and product on 6/or whenever it can becoordi***d with everyone's schedule.I believe Block Tops and Home Depot have been diligent in addressing ***'s concerns and have offered multipleoptions for her dissatisfaction in spite of signed documentation detailing the scope of work and also acknowledging theirsatisfaction with the completed installationWe continue to work with her to find a positive solution to her concerns.Regards,*** ***PresidentBlock Tops, Inc.Enclosures:Job approvalProject ReviewHome Depot Customer Approval

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10581296, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
To whom it may concern,I do see Block Tops has received my complaint.  However, my complaint was sent out before a Block Tops had contacted me to come view the 2nd piece of granite with the pits.  I continued to keep the complaint open until it was completely resolved.  I expressed my concerns with both Home Depot and block tops as all this was coming into place. There were several delays responses from Block Tops back when the major concerns of incorrect measure to and incorrect installation.  As I mentioned many of times, we did accept did do our own demolition.  We were concerned about the fact of plywood had to remain since no one from either company asked?  They are the experts dealing with this work every day. They never asked us to look at utube vidios or such.  Another false saying from block tops I just read in their complaint. When in doubt, my husband and son went on the night before the granite was to be installed to ask and the lady who sold me the granite abd she did say we can leave it on, but never said it was not a correct procedure, and that it would show.  It would take several days for Blocj block tops to return my calls.  I had to contact Home Depot and they said they had been speaking to [redacted], and that [redacted] had already talked to me to take care of it.  This was and absolute lie.  She did not contact me the day I went in to Home Depot, which [redacted], sales rep at Home Depot says they would.  I waited till the next day and still no call from block tops.  I called Home Depot again and [redacted] said he would call them right a way, which he did.  [redacted] in turn said the lie about speaking to me that same morning I takes to [redacted].  The last I had spoken to [redacted], she was rude and said this was a situation I had to Bug Home Depot about, so yes, I was very disturbed by her service and lie.  She then tried to tell me she was "just about to call me". Which did not happen since I finally got to speak to her.  Block tops and Home Depot are scheduled to come within the next week after I have other work in the process in my kitchen.  One of them includes covering up the plywood that they left showing and did not tell me it would show that way and I would need to fix it. I'm having to pay for this since they will be far from accepting this mistake. I will be happy to talk about all this with [redacted] once they come out.  I had requested for him to call me back several times and left at least 2-3 messages for blocktops or [redacted] to call me back after I had spoken to him on a Saturday morning, when the last time we spoke that morning, he said all would be taken care of with my satisfaction.This has caused south stress onystlf, loss of work pay, and never thought it would be so difficult to be happy with the job.  The two men who came out to fills holes said they would just do a small section so I can see what I thought.  That is what they did .  I did not tell them to stop. I was not satisfied with the outcome and they too will see what I mean once they come to inspect the fixes. Mike, the person who inpected also said some pits WERE NORMAL AND SOME WERE NOT.  He mentioned it should of been cought during fabrication. I don't see that was mentioned in [redacted]s complaint. I hope to clarify the rest of this in person soon with [redacted] and Home Depot before bringing this complaint to a close.  As of now, I would like to continue to have it open.Thank you,[redacted]

Review: I'm writing to complain about a granite installation that was done on 3/2/15 for kitchen countertops.The purchase was done through [redacted] in [redacted].Many things had gone wrong starting with the template sizing.When I did the purchase, I was not informed of certain steps that had to be done when doing my own demolition to the existing tile. My order involved a 3 cm side edging cut that I later found out, was not to have been installed with the exiting playwood underneath.[redacted] never told me that the plywood had to be removed. Block Tops, their installers also never awared me the plywood had to be removed with that type of edging.Intallers claimed that my husband had given the ok to install it and that was not true. My husband did not sign anything stating the playwood was ok to stay. Their was a lot of blaming to us by Block Tops and how we were aware of it when we had no idea of how granite should be installed? The plywood shows and requires us to pay for extra cost to have it fixed.Another problem is the bar top that was not measured correctly. There was no hang over which caused the plywood to show extremely and very unattractive. After many phone calls and disputes, [redacted] said it would be replaced with a charge, but I disagreed since it was a mistake by their templating. Then they agreed to cover the charge. When the replacement came, size and install was good, but the granite has an extreme amount of pits and small holes that make it look bad. The rest of the granite has no pits that I can see,and looks very nice yet this piece has an exaggerated amount of pits and I'm very unsatisfied. I called [redacted] and they said it's normal? I can understand a few pits here and there, but not as much as I have on the replacement? I only saw two tiny pits on the original that was removed, and this piece has more than 40 pits?? Do you think I have the right to have this fixed or replaced? [redacted] is telling me no? That Block Tops will not do anything about this?[redacted]Desired Settlement: I would like to have this piece replaced to my satisfaction since I paid for a nice looking beautiful granite at a full price. Just because I was unhappy about all the mistakes, I feel I should have a beautiful product, and not perhaps some low quality slab with lots of pits they had. It looks like a piece someone would get for a discounted price because of defects. I paid for nice quality in the first place?Thank You

Business

Response:

Revdex.com4747 Viewridge Ave #200San Diego, CA 92123-1688ATTN: [redacted] RE: [redacted],CKITOPS IncorporatedI have received and reviewed the complaint from [redacted]of 4/16/15 dated May 20th 2015. I am very surprisedto receive this since we have been working with Home Depot to clarify and resolve her concerns and had anappointment scheduled at her request on June 1 (she had said her availability was June 1-June 18th).The complaint should be dismissed since it is attached to Block Tops but references her concerns with Home Depot andthe sales process. Her sales contract is also with Home Depot and is in her husband's name ([redacted]).Block Tops has provided excellent customer service and conflict resolution since 1977 and we take our reputation veryseriously. The countertop remodel process is usually only experienced once or twice by a consumer and can be a verydaunting procedure. When [redacted]'s cooktop she had purchased outside of Home Depot was held up during the portstrike- we agreed to install the tops and return for the cooktop cutout when it would arrive.Block Tops provides several pages of information at the time of template to help the customer navigate the process.Block Tops offers demolition through Home Depot which was not purchased by the customer. They chose to do theirown tea rout and stated in the complaint that they weren't told of certain steps that needed to be done in the tea rout. Itis not the normal procedure for us to explain to a customer how to do a tile tea rout since there are many ways that thetile could have been installed and our professional crews have to adapt to whatever they find at demolition. HomeDepot provides a lot of consumer information on DIY projects and there are many DIY YouTube postings. I do not knowwhat resources the customer chose to use. Our template diagram shows the dimensions of the countertop and an actualstick pattern was made over the existing cabinets and plywood supports. The paperwork notes that the shim will showand that Block Tops was not providing any molding to cover it as part oftheir purchase. This paperwork signed by [redacted]at time of template.After the install [redacted] expressed concerns over the size of the bar top and the existing support plywood that wasvisible underneath. The top was made to the specifications on the drawing and the support plywood was still neededbecause of their application. She expressed a desire to have a larger overhang and we notified Home Depot of thisdesire. As a goodwill gesture, Block Tops agreed to remake the larger bar top at a highly discounted price andHome Depot issued a purchase order for the remake- from the complaint it appears that Home Depot did not requireany additional charge from the customer.Block Tops requested that [redacted] come to the Sacramento production facility to view the material that the bar topwould be made from for her approval. She declined viewing the material and photos were sent as an alternative. OnApril gth we installed the new bar top and the completed paperwork was signed off by [redacted] with very positivecomments (see attached). Two weeks later she expressed concerns over "pitting" in the bar top.Granite has naturally occurring pits and fissures but we sent out a tech to inspect/address her concerns on 4/30. He didsome touch up/detail work but we did not have enough time scheduled to work through all her concerns. Tech said wewould schedule an appointment at her convenience without a time restraint to work through all her concerns.[redacted] said her availability was 6/1-6/18 and we scheduled a detail tech for 6/1. At the scheduled appointment of 6/1he was in the process of filling some of the natural pits and [redacted] asked him to stop working on it- that she wanted anew bar top. The tech was told by the office to take pictures of the top, re-template, and tell customer that we wouldinform Home Depot of her desire.We have forwarded the pictures and notified Home Depot management of her concerns and desires. I have offered tomeet Home Depot management at the jobsite to review the installation and product on 6/12 or whenever it can becoordi[redacted]d with everyone's schedule.I believe Block Tops and Home Depot have been diligent in addressing [redacted]'s concerns and have offered multipleoptions for her dissatisfaction in spite of signed documentation detailing the scope of work and also acknowledging theirsatisfaction with the completed installation. We continue to work with her to find a positive solution to her concerns.Regards,[redacted]PresidentBlock Tops, Inc.Enclosures:Job approvalProject ReviewHome Depot Customer Approval

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10581296, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

To whom it may concern,I do see Block Tops has received my complaint. However, my complaint was sent out before a Block Tops had contacted me to come view the 2nd piece of granite with the pits. I continued to keep the complaint open until it was completely resolved. I expressed my concerns with both Home Depot and block tops as all this was coming into place. There were several delays responses from Block Tops back when the major concerns of incorrect measure to and incorrect installation. As I mentioned many of times, we did accept did do our own demolition. We were concerned about the fact of plywood had to remain since no one from either company asked? They are the experts dealing with this work every day. They never asked us to look at utube vidios or such. Another false saying from block tops I just read in their complaint. When in doubt, my husband and son went on the night before the granite was to be installed to ask and the lady who sold me the granite abd she did say we can leave it on, but never said it was not a correct procedure, and that it would show. It would take several days for Blocj block tops to return my calls. I had to contact Home Depot and they said they had been speaking to [redacted], and that [redacted] had already talked to me to take care of it. This was and absolute lie. She did not contact me the day I went in to Home Depot, which [redacted], sales rep at Home Depot says they would. I waited till the next day and still no call from block tops. I called Home Depot again and [redacted] said he would call them right a way, which he did. [redacted] in turn said the lie about speaking to me that same morning I takes to [redacted]. The last I had spoken to [redacted], she was rude and said this was a situation I had to Bug Home Depot about, so yes, I was very disturbed by her service and lie. She then tried to tell me she was "just about to call me". Which did not happen since I finally got to speak to her. Block tops and Home Depot are scheduled to come within the next week after I have other work in the process in my kitchen. One of them includes covering up the plywood that they left showing and did not tell me it would show that way and I would need to fix it. I'm having to pay for this since they will be far from accepting this mistake. I will be happy to talk about all this with [redacted] once they come out. I had requested for him to call me back several times and left at least 2-3 messages for blocktops or [redacted] to call me back after I had spoken to him on a Saturday morning, when the last time we spoke that morning, he said all would be taken care of with my satisfaction.