Capitol Granite

The agreement between [redacted] and Capitol Granite (as a subcontractor for countertops) is to provide finished goods with best yield ou of the material provided by the [redacted] supplier.In an effort to provide the best service to the customer, Capitol Granite goes above and beyond to allow the customer to view and approve the material before fabrication The customer denied the slab provided by the manufacturer, and Capitol worked with [redacted] management to approve the fabrication from similar material procured locally.The customer chose a slab that was allocated to another job (electronically in our system), and was directed to other material out of the same lot, which she liked.Capitol then goes above and beyond to provide the customer (upon request, or if the material has movement in pattern) a layout of the kitchen virtually after photographing the material and after capturing the countertop area with laser templating equipment This activity was done on a slab out of the same lot/block the customer chose, but not THE slab she chose, which was an honest mistake by us.This .JPEG image e-mailed to the client included the slab number, which did not match her selection, and was noted by the client in an irate phone call to us using foul language that prompted escalation to ourCustomer Service Manager This call included accusations of organizational lack of integrity, and statements “I worked in granite and I know you’re trying to switch what I picked with a lesser quality stone, so don’t deny it”, and “real concerns an intentional switch was made” The opposite is true, and by contract, we should have ordered more material from the manufacturer of a different lot with about a day lead time and had the customer wait but we are about customer service, and were doing it at a higher cost to the organization with a better grade material We are also certified by the manufacturer to apply the same sealer to the material, and subsequently, the same stain warranty.Resolution was apparently obtained by the end of an hour long conversation, with the proper slab number to be brought in the building, photographed, layed-out again, and e-mailed no later than the following morning In the interim, this complaint was logged through the Revdex.com.The customer’s demeanor, accusations, and reaction to a mutually agreed upon correction to an honest mistake has prompted me to cancel the contract A first for Capitol Granite in years of operation

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] We do not accept their response:1.) The granite was originally purchased through [redacted] [redacted] subcontracted capital granite to install the granite that we purchasedThis complaint is directly related to Capitol Granite's work and their employees, as they are the ones who installed and sanded the granite in our home It was not [redacted] employees who had any part in the installation or sanding It is sad that Capitol Granite is trying to shift blame to ***, when it was their company and employees that did a poor job and created a disaster of dust throughout my first floor.2.) While there was "residual dust" from the initial installation, which is the contract they are referring to That is not at all what this complaint is regarding The residual dust I personally cleaned after the initial installation This complaint is in regards to the EXCESSIVE dust that was created by Capital Granite when they cut/sanded granite in my home for over hours! The dust is regarding the cutting/sanding done in my home, not the "residual dust" from installationThis excessive granite dust literally covered my entire first floorThere was dust all over the dining room table, dust inside close cabinet drawers, dust covering appliances and dust covering my great roomThere was excessive dust everywhere This dust was not only everywhere but could also contain silica which causes lung cancer It is very concerning that myself and my children including my infant, have been breathing this harmful material.3.) While there were some changes madeCapital granite is NOT accurate regarding the changes that were made We did change the stone color because what we viewed in [redacted] and what was brought in by capital granite was drastically different This was not an issue, as we knew making this change would take time It was everything else that took so long that was disappointing The wall/knee height has never been changedWhen we signed our initial contract, which we have copies of the original layout, we specified that we wanted it the same height, with no pop up bar While this may have been a miscommunication between Capitol and ***, I do not know because I trusted them to get the job done the way we asked The edge treatment was never changedWhen we were in capital granite show room, they mentioned that there were three edges that were no additional cost After speaking with [redacted] , we were told we were misinformed by Capitol Granite, and so we never changed the edging The length of the bar area, did change a few times We changed it once to extend out further than we had originally plannedAnd then we found out through [redacted] that we could add an inch in the length and it would not change our price, so we did Twice when we received the CAD, capital had things in the wrong place, and [redacted] had to contact them to have it moved(exsoap dispenser) Regardless of all of this, our biggest complaint/concern is regarding the EXCESSIVE dust and horrible customer service.4.) The original installation of the granite, as I previously stated was not cut correctlyA standard oven range is inches across, and we had mentioned that we would be replacing all of the appliances When you hire a company to do a job you trust that they are experts in the businessA standard oven is inches across and there should be some wiggle room left there to move your oven in and out for cleaning or replacing purposesMy old oven could barely squeeze in the space that was leftThe new oven was just another standard oven and would not fit While [redacted] understood that the spacing should of been inches+ across, it's obvious again that Capitol Granite did not want to fix their mistake I understand that the conditions are not ideal for cutting granite in a home I was never informed that the dust would be EXTREME! There was so much they could have done to prevent this disaster They could've easily contained the area with simple tape and paper or plasticMy kitchen is not that large Now, after speaking with other granite companies this is what they do in this type of situationThey should've also been cutting the granite wet to reduce dust They didn't do any of this, they cut/sanded the granite and only brought the shop vac out when we voiced concern They did not plan to originally use the shop vac and we were told that the dust would be minimal and that I didn't need to clear my countertops If we had known or were informed by Capitol Granite that the dust would be excessive, we would've gladly sealed off the area ourselves I had no idea that this company would put my family's well being at risk, as well as leave my first floor covered in dust 5.) Again, it was Capitol Granite employees that caused the problem.6.) The initial installation was done very poorly Please see pictures, as [redacted] had to have them come out to fix several mistakes

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below At this time, Capitol has terminated the contract but personally offered no resolution to our complaint, nor any offer of reimbursement for inconvenience and mileageI withdraw any such request given their termination of the contract, but I cannot classify this matter as "resolved" given that no effort was made on their part to resolve this issueRather, they have chosen to refuse our businessOf greater concern to us is their continued unwillingness to be truthful in their reply to our complaint.Had they been forthright in their reply, I would consider the matter resolved, but they instead continue to perpetuate falsehoods in their replyContrary to their claims:- The email with the original slab layout did NOT include the slab number used in the layout, either in the text of the email or in the photograph (JPG and Email text attached as proof of this fact)- The color of the granite in the layout they provided was so drastically different than the lot we selected that we reject their claim that it could have been from the same lot, particularly in light of the fact we were told all other slabs from the lot from which we selected our partial slabs were "already claimed" (thereby making the use of other slabs from the lot impossible)- The slab in the layout they provided was not only of the wrong color from our chosen slab, but had drastic inconsistencies in color and had large areas of pattern inhomogeneity which I am sure would make it very hard to sell to anyone- [redacted] is, by consensus of several other granite suppliers with whom I have spoken as well as Capitol's own employee at their [redacted] *** location, NOT of a higher grade than the [redacted] , so their claim that our substitution of [redacted] was using a "better grade material" is completely unfoundedRather, [redacted] is simply [redacted] with [redacted] applied, meaning [redacted] would be equivalent at best only once the [redacted] was applied.- Contrary to their claim in the reply, the proper slab was never photographed and sent to us by email or any other means- We were promised that we would be contacted by the company but never were; a voicemail to their manager and an email to their customer service representative went unreturnedWe only learned of the contract cancellation through Lowe's.To clarify a contention they make, the only foul language used was to describe the quality of the slab they attempted to substitute, and was not directed maliciously at any employee of Capitol.This matter could very simply have been resolved had Capitol provided a slab layout with the slabs we selected, but for reasons unclear to us, they chose not to do soI continue to be astonished at their obstinacy and perpetuation of falsehoods.For the record, this is the first time my wife and I have ever complained to the Revdex.com about a company in our lives Regards, [redacted]

1) The complainant purchased granite countertops via a contract with [redacted] [redacted] is Capitol Granite's customer, and the complainant is [redacted] customerThis should not even be a complaint against us, as the customer is apparently agitated when we MUST defer them back to [redacted] for the multiple change orders, as NO money is to change hands between us and the complainant2) [redacted] contracted Capitol Granite to fabricate and install a granite countertop in the complainant's homeLowe’s faxed a document to Capitol Granite that was reviewed with the customerPart of those documents state, “Installation of a countertop is a construction process and residual dust should be accepted”3)The complainant made multiple changes after the contract was signed with [redacted] including stone choice, knee wall height reduction, overhangs, edge treatment, etcThe complainant created changes that caused delays throughout the process, complained about the amount of time that passed between her purchase date and the date of installation, and then criticized the Capitol Granite Customer Service Specialists that helped her facilitate her desired changesCapitol Granite urged [redacted] to refund the complainant's money prior to fabrication /installation4) The complainant received a new range weeks after the original installThe complainant called Capitol Granite requesting that we modify her countertop to accept the new rangeCapitol Granite instructed the complainant to call Lowe’s as they must make the request of Capitol GraniteCapitol Granite followed up on the Lowe’s request to modify the range opening on siteIn circumstances like this when the countertop is permanently installed, cutting MUST be performed in the house The complainant's picture of the men on the jobsite INCLUDE us using best practices of a shop vac with filter behind the grinder to mitigate the majority of the dust created (see [redacted] ) A perfect environment is not possible, and the customer was aware of this contractually with [redacted] 5) The complainant called Capitol Granite after the modification was completeThe complainant was referred back to [redacted] 6) The complainant states, “The initial installation was also poor”Capitol Granite installed a quality product at the complainant's residence as contracted by [redacted] (See [redacted] pictures)

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.At this time, Capitol has terminated the contract but personally offered no resolution to our complaint, nor any offer of reimbursement for inconvenience and mileage. I withdraw any such request given their termination of the contract, but I cannot classify this matter as "resolved" given that no effort was made on their part to resolve this issue. Rather, they have chosen to refuse our business. Of greater concern to us is their continued unwillingness to be truthful in their reply to our complaint.Had they been forthright in their reply, I would consider the matter resolved, but they instead continue to perpetuate falsehoods in their reply. Contrary to their claims:- The email with the original slab layout did NOT include the slab number used in the layout, either in the text of the email or in the photograph (JPG and Email text attached as proof of this fact)- The color of the granite in the layout they provided was so drastically different than the lot we selected that we reject their claim that it could have been from the same lot, particularly in light of the fact we were told all other slabs from the lot from which we selected our partial slabs were "already claimed" (thereby making the use of other slabs from the lot impossible)- The slab in the layout they provided was not only of the wrong color from our chosen slab, but had drastic inconsistencies in color and had large areas of pattern inhomogeneity which I am sure would make it very hard to sell to anyone- [redacted] is, by consensus of several other granite suppliers with whom I have spoken as well as Capitol's own employee at their [redacted] location, NOT of a higher grade than the [redacted], so their claim that our substitution of [redacted] was using a "better grade material" is completely unfounded. Rather, [redacted] is simply [redacted] with[redacted] applied, meaning [redacted] would be equivalent at best only once the [redacted] was applied.- Contrary to their claim in the reply, the proper slab was never photographed and sent to us by email or any other means- We were promised that we would be contacted by the company but never were; a voicemail to their manager and an email to their customer service representative went unreturned. We only learned of the contract cancellation through Lowe's.To clarify a contention they make, the only foul language used was to describe the quality of the slab they attempted to substitute, and was not directed maliciously at any employee of Capitol.This matter could very simply have been resolved had Capitol provided a slab layout with the slabs we selected, but for reasons unclear to us, they chose not to do so. I continue to be astonished at their obstinacy and perpetuation of falsehoods.For the record, this is the first time my wife and I have ever complained to the Revdex.com about a company in our lives.
Regards,[redacted]

The agreement between [redacted] and Capitol Granite (as a subcontractor for countertops) is to provide finished goods with best yield ou of the material provided by the [redacted] supplier.In an effort to provide the best service to the customer, Capitol Granite goes above and beyond...

to allow the customer to view and approve the material before fabrication.  The customer denied the slab provided by the manufacturer, and Capitol worked with [redacted] management to approve the fabrication from similar material procured locally.The customer chose a slab that was allocated to another job (electronically in our system), and was directed to other material out of the same lot, which she liked.Capitol then goes above and beyond to provide the customer (upon request, or if the material has movement in pattern) a layout of the kitchen virtually after photographing the material and after capturing the countertop area with laser templating equipment.  This activity was done on a slab out of the same lot/block the customer chose, but not THE slab she chose, which was an honest mistake by us.This .JPEG image e-mailed to the client included the slab number, which did not match her selection, and was noted by the client in an irate phone call to us using foul language that prompted escalation to ourCustomer Service Manager.  This call included accusations of organizational lack of integrity, and statements “I worked in granite and I know you’re trying to switch what I picked with a lesser quality stone, so don’t deny it”, and “real concerns an intentional switch was made”.  The opposite is true, and by contract, we should have ordered more material from the manufacturer of a different lot with about a 10 day lead time and had the customer wait……but we are about customer service, and were doing it at a higher cost to the organization with a better grade material.  We are also certified by the manufacturer to apply the same sealer to the material, and subsequently, the same stain warranty.Resolution was apparently obtained by the end of an hour long conversation, with the proper slab number to be brought in the building, photographed, layed-out again, and e-mailed no later than the following morning.  In the interim, this complaint was logged through the Revdex.com.The customer’s demeanor, false accusations, and reaction to a mutually agreed upon correction to an honest mistake has prompted me to cancel the contract.  A first for Capitol Granite in 12 years of operation.

The agreement between [redacted] and Capitol Granite (as a subcontractor for countertops) is to provide finished goods with best yield ou of the material provided by the [redacted] supplier.In an effort to provide the best service to the customer, Capitol Granite goes above and beyond to...

allow the customer to view and approve the material before fabrication.  The customer denied the slab provided by the manufacturer, and Capitol worked with [redacted] management to approve the fabrication from similar material procured locally.The customer chose a slab that was allocated to another job (electronically in our system), and was directed to other material out of the same lot, which she liked.Capitol then goes above and beyond to provide the customer (upon request, or if the material has movement in pattern) a layout of the kitchen virtually after photographing the material and after capturing the countertop area with laser templating equipment.  This activity was done on a slab out of the same lot/block the customer chose, but not THE slab she chose, which was an honest mistake by us.This .JPEG image e-mailed to the client included the slab number, which did not match her selection, and was noted by the client in an irate phone call to us using foul language that prompted escalation to ourCustomer Service Manager.  This call included accusations of organizational lack of integrity, and statements “I worked in granite and I know you’re trying to switch what I picked with a lesser quality stone, so don’t deny it”, and “real concerns an intentional switch was made”.  The opposite is true, and by contract, we should have ordered more material from the manufacturer of a different lot with about a 10 day lead time and had the customer wait……but we are about customer service, and were doing it at a higher cost to the organization with a better grade material.  We are also certified by the manufacturer to apply the same sealer to the material, and subsequently, the same stain warranty.Resolution was apparently obtained by the end of an hour long conversation, with the proper slab number to be brought in the building, photographed, layed-out again, and e-mailed no later than the following morning.  In the interim, this complaint was logged through the Revdex.com.The customer’s demeanor, false accusations, and reaction to a mutually agreed upon correction to an honest mistake has prompted me to cancel the contract.  A first for Capitol Granite in 12 years of operation.

1) The complainant purchased granite countertops via a contract with [redacted]. [redacted] is Capitol Granite's customer, and the complainant is [redacted] customer. This should not even be a complaint against us, as the customer is apparently agitated when we MUST defer them back to [redacted] for the multiple...

change orders, as NO money is to change hands between us and the complainant. 2) [redacted] contracted Capitol Granite to fabricate and install a granite countertop in the complainant's home. Lowe’s faxed a document to Capitol Granite that was reviewed with the customer. Part of those documents state, “Installation of a countertop is a construction process and residual dust should be accepted”. 3)The complainant made multiple changes after the contract was signed with [redacted] including stone choice, knee wall height reduction, overhangs, edge treatment, etc... The complainant created changes that caused delays throughout the process, complained about the amount of time that passed between her purchase date and the date of installation, and then criticized the Capitol Granite Customer Service Specialists that helped her facilitate her desired changes. Capitol Granite urged [redacted] to refund the complainant's money prior to fabrication /installation. 4) The complainant received a new range weeks after the original install. The complainant called Capitol Granite requesting that we modify her countertop to accept the new range. Capitol Granite instructed the complainant to call Lowe’s as they must make the request of Capitol Granite. Capitol Granite followed up on the Lowe’s request to modify the range opening on site. In circumstances like this when the countertop is permanently installed, cutting MUST be performed in the house.  The complainant's picture of the men on the jobsite INCLUDE us using best practices of a shop vac with filter behind the grinder to mitigate the majority of the dust created (see [redacted])  A perfect environment is not possible, and the customer was aware of this contractually with [redacted]. 5) The complainant called Capitol Granite after the modification was complete. The complainant was referred back to [redacted]. 6) The complainant states, “The initial installation was also poor”. Capitol Granite installed a quality product at the complainant's residence as contracted by [redacted]. (See [redacted] pictures)

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
We do not accept their response:1.) The granite was originally purchased through [redacted] subcontracted capital granite to install the granite that we purchased. This complaint is directly related to Capitol Granite's work and their employees, as they are the ones who installed and sanded the granite in our home.  It was not [redacted] employees who had any part in the installation or sanding.  It is sad that Capitol Granite is trying to shift blame to [redacted], when it was their company and employees that did a poor job and created a disaster of dust throughout my first floor.2.) While there was "residual dust" from the initial installation, which is the contract they are referring to.  That is not at all what this complaint is regarding.  The residual dust I personally cleaned after the initial installation.  This complaint is in regards to the EXCESSIVE dust that was created by Capital Granite when they cut/sanded granite in my home for over 2 hours!  The dust is regarding the cutting/sanding done in my home, not the "residual dust" from installation. This excessive granite dust literally covered my entire first floor. There was dust all over the dining room table, dust inside close cabinet drawers, dust covering appliances and dust covering my great room. There was excessive dust everywhere.  This dust was not only everywhere but could also contain silica which causes lung cancer.  It is very concerning that myself and my 3 children including my infant, have been breathing this harmful material.3.) While there were some changes made. Capital granite is NOT accurate regarding the changes that were made.  We did change the stone color because what we viewed in [redacted] and what was brought in by capital granite was drastically different.  This was not an issue, as we knew making this change would take time.  It was everything else that took so long that was disappointing.  The wall/knee height has never been changed. When we signed our initial contract, which we have copies of the original layout, we specified that we wanted it the same height, with no pop up bar.  While this may have been a miscommunication between Capitol and [redacted], I do not know because I trusted them to get the job done the way we asked.  The edge treatment was never changed. When we were in capital granite show room, they mentioned that there were three edges that were no additional cost.  After speaking with [redacted], we were told we were misinformed by Capitol Granite, and so we never changed the edging.  The length of the bar area, did change a few times.  We changed it once to extend out further than we had originally planned. And then we found out through [redacted] that we could add an inch in the length and it would not change our price, so we did.  Twice when we received the CAD, capital had things in the wrong place, and [redacted] had to contact them to have it moved(ex. soap dispenser).  Regardless of all of this, our biggest complaint/concern is regarding the EXCESSIVE dust and horrible customer service.4.) The original installation of the granite, as I previously stated was not cut correctly. A standard oven range is 30 inches across, and we had mentioned that we would be replacing all of the appliances.  When you hire a company to do a job you trust that they are experts in the business. A standard oven is 30 inches across and there should be some wiggle room left there to move your oven in and out for cleaning or replacing purposes. My old oven could barely squeeze in the space that was left. The new oven was just another standard oven and would not fit.  While [redacted] understood that the spacing should of been 30 inches+ across, it's obvious again that Capitol Granite did not want to fix their mistake.  I understand that the conditions are not ideal for cutting granite in a home.  I was never informed that the dust would be EXTREME!  There was so much they could have done to prevent this disaster.  They could've easily contained the area with simple tape and paper or plastic. My kitchen is not that large.  Now, after speaking with other granite companies this is what they do in this type of situation. They should've also been cutting the granite wet to reduce dust.  They didn't do any of this, they cut/sanded the granite and only brought the shop vac out when we voiced concern.  They did not plan to originally use the shop vac and we were told that the dust would be minimal and that I didn't need to clear my countertops.  If we had known or were informed by Capitol Granite that the dust would be excessive, we would've gladly sealed off the area ourselves.  I had no idea that this company would put my family's well being at risk, as well as leave my first floor covered in dust.  5.) Again, it was Capitol Granite employees that caused the problem.6.) The initial installation was done very poorly.  Please see pictures, as [redacted] had to have them come out to fix several mistakes.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
At this time, Capitol has terminated the contract but personally offered no resolution to our complaint, nor any offer of reimbursement for inconvenience and mileage. I withdraw any such request given their termination of the contract, but I cannot classify this matter as "resolved" given that no effort was made on their part to resolve this issue. Rather, they have chosen to refuse our business. Of greater concern to us is their continued unwillingness to be truthful in their reply to our complaint.Had they been forthright in their reply, I would consider the matter resolved, but they instead continue to perpetuate falsehoods in their reply. Contrary to their claims:- The email with the original slab layout did NOT include the slab number used in the layout, either in the text of the email or in the photograph (JPG and Email text attached as proof of this fact)- The color of the granite in the layout they provided was so drastically different than the lot we selected that we reject their claim that it could have been from the same lot, particularly in light of the fact we were told all other slabs from the lot from which we selected our partial slabs were "already claimed" (thereby making the use of other slabs from the lot impossible)- The slab in the layout they provided was not only of the wrong color from our chosen slab, but had drastic inconsistencies in color and had large areas of pattern inhomogeneity which I am sure would make it very hard to sell to anyone- [redacted] is, by consensus of several other granite suppliers with whom I have spoken as well as Capitol's own employee at their [redacted] location, NOT of a higher grade than the [redacted], so their claim that our substitution of [redacted] was using a "better grade material" is completely unfounded. Rather, [redacted] is simply [redacted] with[redacted] applied, meaning [redacted] would be equivalent at best only once the [redacted] was applied.- Contrary to their claim in the reply, the proper slab was never photographed and sent to us by email or any other means- We were promised that we would be contacted by the company but never were; a voicemail to their manager and an email to their customer service representative went unreturned. We only learned of the contract cancellation through Lowe's.To clarify a contention they make, the only foul language used was to describe the quality of the slab they attempted to substitute, and was not directed maliciously at any employee of Capitol.This matter could very simply have been resolved had Capitol provided a slab layout with the slabs we selected, but for reasons unclear to us, they chose not to do so. I continue to be astonished at their obstinacy and perpetuation of falsehoods.For the record, this is the first time my wife and I have ever complained to the Revdex.com about a company in our lives.
Regards,
[redacted]

Review: We purchased granite countertops through[redacted] of[redacted], ** who subcontracts through Capitol Granite on November 22, 2014.

- 12/9/14 Capitol Granite performed a template of our countertops to prepare for granite fabrication

- 12/13/14 we drove roughly 80 miles from our home to select our granite slab in person as promised was possible by both [redacted] and Capitol Granite

- Upon arrival on 12/13/14 we were shown a product ([redacted]) which was not of the color advertised in the store. After Capitol Granite conferred with[redacted], it was agreed we could pick a slab from a very similar color (in fact the same color but without [redacted] '[redacted]' applied) known as [redacted] - We initially selected a full slab which was to our liking, but were then informed it was unavailable (albeit it was not marked as such in the lot to the confusion of the employee)

- We were then told by Capitol Granite employees that because [redacted] calculates granite by square feet, we are not entitled to a full slab and would need to take partial slabs if available (this was denied by a [redacted] manager on 12/16/14 in phone conversation)

- We selected partial slabs to our liking and awaited slab layout

- 12/16/14 We were sent the slab layout, but it was clearly NOT from the slabs we had selected. It was instead the off-color granite we declined at our visit on 12/13/14. We called to discuss this, and the fact the improper slabs were used for the layout was initially denied by the front desk employee (the same employee present when we selected the slabs). We then spoke with a manager who contradicted the front desk employee and confirmed the wrong slabs were used for layout. She has no explanation for this. At present we do not know if our selected slabs are available, and if they are not, we will need to make another roughly 160-mile roundtrip drive to select a new slab. What is more concerning is that while Capitol Granite purports an "honest mistake", but we have very real concerns an intentional switch was made given the repeatedly poor attitude of their front desk employee.

- In summation, we were promised one product in person and an attempt was made to switch this product with one we did not select. We have not yet received the product we selected.Desired Settlement: At a minimum we would request reimbursement for our time and travel (gas, vehicle wear and tear, etc) - this has been a massive inconvenience and we have very little confidence this will be resolved appropriately by the company. If we are unable to receive the product we selected, we would request that an acceptable alternative be chosen and that our installation be expedited as this has further slowed down this process.

Business

Response:

The agreement between [redacted] and Capitol Granite (as a subcontractor for countertops) is to provide finished goods with best yield ou of the material provided by the [redacted] supplier.In an effort to provide the best service to the customer, Capitol Granite goes above and beyond to allow the customer to view and approve the material before fabrication. The customer denied the slab provided by the manufacturer, and Capitol worked with [redacted] management to approve the fabrication from similar material procured locally.The customer chose a slab that was allocated to another job (electronically in our system), and was directed to other material out of the same lot, which she liked.Capitol then goes above and beyond to provide the customer (upon request, or if the material has movement in pattern) a layout of the kitchen virtually after photographing the material and after capturing the countertop area with laser templating equipment. This activity was done on a slab out of the same lot/block the customer chose, but not THE slab she chose, which was an honest mistake by us.This .JPEG image e-mailed to the client included the slab number, which did not match her selection, and was noted by the client in an irate phone call to us using foul language that prompted escalation to ourCustomer Service Manager. This call included accusations of organizational lack of integrity, and statements “I worked in granite and I know you’re trying to switch what I picked with a lesser quality stone, so don’t deny it”, and “real concerns an intentional switch was made”. The opposite is true, and by contract, we should have ordered more material from the manufacturer of a different lot with about a 10 day lead time and had the customer wait……but we are about customer service, and were doing it at a higher cost to the organization with a better grade material. We are also certified by the manufacturer to apply the same sealer to the material, and subsequently, the same stain warranty.Resolution was apparently obtained by the end of an hour long conversation, with the proper slab number to be brought in the building, photographed, layed-out again, and e-mailed no later than the following morning. In the interim, this complaint was logged through the Revdex.com.The customer’s demeanor, false accusations, and reaction to a mutually agreed upon correction to an honest mistake has prompted me to cancel the contract. A first for Capitol Granite in 12 years of operation.

Consumer

Response:

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

At this time, Capitol has terminated the contract but personally offered no resolution to our complaint, nor any offer of reimbursement for inconvenience and mileage. I withdraw any such request given their termination of the contract, but I cannot classify this matter as "resolved" given that no effort was made on their part to resolve this issue. Rather, they have chosen to refuse our business. Of greater concern to us is their continued unwillingness to be truthful in their reply to our complaint.Had they been forthright in their reply, I would consider the matter resolved, but they instead continue to perpetuate falsehoods in their reply. Contrary to their claims:- The email with the original slab layout did NOT include the slab number used in the layout, either in the text of the email or in the photograph (JPG and Email text attached as proof of this fact)- The color of the granite in the layout they provided was so drastically different than the lot we selected that we reject their claim that it could have been from the same lot, particularly in light of the fact we were told all other slabs from the lot from which we selected our partial slabs were "already claimed" (thereby making the use of other slabs from the lot impossible)- The slab in the layout they provided was not only of the wrong color from our chosen slab, but had drastic inconsistencies in color and had large areas of pattern inhomogeneity which I am sure would make it very hard to sell to anyone- [redacted] is, by consensus of several other granite suppliers with whom I have spoken as well as Capitol's own employee at their [redacted] location, NOT of a higher grade than the [redacted], so their claim that our substitution of [redacted] was using a "better grade material" is completely unfounded. Rather, [redacted] is simply [redacted] with[redacted] applied, meaning [redacted] would be equivalent at best only once the [redacted] was applied.- Contrary to their claim in the reply, the proper slab was never photographed and sent to us by email or any other means- We were promised that we would be contacted by the company but never were; a voicemail to their manager and an email to their customer service representative went unreturned. We only learned of the contract cancellation through Lowe's.To clarify a contention they make, the only foul language used was to describe the quality of the slab they attempted to substitute, and was not directed maliciously at any employee of Capitol.This matter could very simply have been resolved had Capitol provided a slab layout with the slabs we selected, but for reasons unclear to us, they chose not to do so. I continue to be astonished at their obstinacy and perpetuation of falsehoods.For the record, this is the first time my wife and I have ever complained to the Revdex.com about a company in our lives.

Regards,