Caston Architectural Millwork, Inc.

We are so sorry that we weren’t able to 100% meet or exceed your expectations with Rock SolidWe price ourselves on customer satisfaction and always do our best to solve issues as they ariseWe do feel we made an attempt to meet your satisfaction and in fact did offer a $store credit for any
future projectWe were unable to offer your compensation of $cash refund because of the followingOn December 14th your project was completed by our install crewAt the time of install and completion my installers presented the customer with a sign off sheetThere are several areas to initial and lastly a spot where customers can voice any concerns or make note of any problems that happenedThe customer signed off on install and paid the balance at that timeNo such notes were ever madeThe customer stated to me only after calling on Jan 3rd (days later) not days as claimed how unhappy she wasI stated that there were many opportunities that she could have called the office to speak with me, emailed me, left a voicemail after hours, came by the office to make her complaints heard And at that time we could have remedied a solutionThe issue in question is the overhangs on the cabinets vary slightlyMost of them are within Industry standard of +\- 1/4”Once the glue dries and a sign off is made on job and payment is rendered we assume 100% satisfaction was achieved without prior knowledge of any issuesCustomer stated to me that “She was unable to call because she would not of been able to have a civil conversation at the time with me”. We happily offer the customer to take us up on our offer of $store credit for any future project and hope to be able to live up to our ratingsThere are simply a few facts missing from the statement made by customer that we were happy to be able to give our response

Complaint: ***
I am rejecting this response because:We are so sorry that we weren’t able to 100% meet or exceed your expectations with Rock SolidWe price ourselves on customer satisfaction and always do our best to solve issues as they ariseWe do feel we made an attempt to meet your satisfaction and in fact did offer a $store credit for any future projectWe were unable to offer your compensation of $cash refund because of the following. I never requested $I did request a 10% refund ($634.30) through the Revdex.com because the job was not performed to industry standard or agreed upon specified workA $store credit implies I would choose to do business with RSCG again, which does not resolve the issue at hand of subpar contracted work.On December 14th your project was completed by our install crewAt the time of install and completion my installers presented the customer with a sign off sheetThere are several areas to initial and lastly a spot where customers can voice any concerns or make note of any problems that happenedThe customer signed off on install and paid the balance at that timeNo such notes were ever made- This is not true. I expressed my concerns immediately to the installers and they suggested I simply give the office a call. They did not tell me I needed to call immediately and I had absolutely no idea there was an uncommunicated length of time at which the owner would discuss feedbackThe installers did tell me I needed to sign the paperwork and provide payment in order for them to leave. I paid the balance in good faith because I thought that was the right thing to do and that the owner would be available to address concerns like the installers said. The installers had me check a few boxes, but I never received a copy of what I was signedThey never informed me I had the option of not signing the paperwork or more importantly not paying.The customer stated to me only after calling on Jan 3rd (days later) not days as claimed how unhappy she wasAgain, this is not true. There is a difference between calendar days and business days. RSCG was closed from at least 12/23- January 2. I did call during that time, but the voicemail said the business was on a much needed vacation and if I recall they may have even been closed 12/22. Knowing they would probably be busy on January 2, I waited one day out of courtesy to call. Technically, that would be calendar days. I stated that there were many opportunities that she could have called the office to speak with me, emailed me, left a voicemail after hours, came by the office to make her complaints heard And at that time we could have remedied a solutionThe fact remains I did contact the business owner and they were unwilling to even listen to feedback and/or make things right. The issue in question is the overhangs on the cabinets vary slightlyMost of them are within Industry standard of +\- 1/4”Once the glue dries and a sign off is made on job and payment is rendered we assume 100% satisfaction was achieved without prior knowledge of any issues I did provide immediate feedback to the installers as previously mentioned (again). Please see pictures as the overhang is obviously significantly out of industry standard. Additionally, the owner mentions glue, which you’ll see from pictures is not even present in multiple locations.Customer stated to me that “She was unable to call because she would not of been able to have a civil conversation at the time with me”. We happily offer the customer to take us up on our offer of $store credit for any future project and hope to be able to live up to our ratingsAgain, a future store credit does not address issue with money spent on this project.There are simply a few facts missing from the statement made by customer that we were happy to be able to give our response. The truth is the owner only addressed a couple of points from my complaintMissing facts include pictures for proof. Please review. Thanks!
Sincerely,
*** ***

We would love to address the sealant shrinkage issues from the cabinets to the stone. This was never brought to my attention and is a very easy fix so we would love to come out and do that. As you can see in the pictures there is sealant there but it appears that it shrunk up after drying. Generally if cabinets are level then no sealant is needed. It appears your cabinets were not level so some sealant was needed.  Mrs. [redacted] was also provided an estimate in which it states that minor paint and drywall touch up is to be expected when providing demo. (estimate attached)   Mrs. [redacted] was also told personally about this issue and acknowledged this.  I am attaching her original estimate showing this. She had previous granite countertop installed with a backsplash in that area and once a backsplash is glued into drywall it is physically impossible to not damage the drywall.  Rock Solid also worked to expedite this install for her and was able to turn it around in less than 2 weeks from template. Our standard lead-time is 2-3 weeks. Mrs [redacted] was unhappy about that and we worked together to expedite this for her before the holidays.  Mrs [redacted] was also given the chance to do a custom layout at my shop and we waved the $100 fee for this as well.  (signed form attached)   From December 14th until December 23rd when we closed there was approx. 8 days that Mrs. [redacted] could have called to discuss her issues, she also stated that she noticed it immediately.  If this was the case at that point before all the granite was installed and glued down we could have addressed these concerns. We have always addressed customers concerns as they happen and have always maintained a great line of communication.  The fact is that no communication was made to Rock Solid about these issues.  At this point the job is installed and was signed for and paid. (sign off sheet attached, no notes made by customer) Only after (22days) was a request made for a Cash refund. As our policy we are unable to refund cash value if an issue is not brought to our attention and us given the chance to fix the issue.  After almost 3 weeks we are unable to provide to remedy to fix this once its installed.  We feel requesting a cash refund 3 weeks after a job was installed, signed and paid for puts our company in an un-winnable situation. This is why we offered Mrs. [redacted] $500 store credit if she chooses to accept.      Rock Solid Custom Granite

I am so sorry for your concerns about the sink set back. [redacted] our templater goes over everything at the time of template.  He is not responsible for seam placement and or sink set back he only gathers the information for our shop to decide. Your corner cabinet set up would not have allowed us to...

set the sink back any closer than we did otherwise we could not have properly secured the sink with fasteners.  We offered many solutions at the time including cutting overhang off more, financial compensation, in the end you decided upon financial compensation and settled with us. We were not going to finish the job until you were satisfied that's why we stopped installation.  I am so sorry you feel you have been not taken care of.  We did in fact give you money back, which you agreed upon for completion. I have since sent an email asking if you are around to come look at the seam you are not satisfied with no repsonse.  We strive to make every customer happy and certainly do not preform work that is not up to industry standards.  I strongly advise you to contact us directly to schedule a time for us to come back out and address your other concerns.  Thanks