We would love to address the sealant shrinkage issues from the cabinets to the stoneThis was never brought to my attention and is a very easy fix so we would love to come out and do thatAs you can see in the pictures there is sealant there but it appears that it shrunk up after dryingGenerally if cabinets are level then no sealant is neededIt 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 thisShe 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 weeks from templateOur standard lead-time is 2-weeksMrs [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 $fee for this as well (signed form attached) From December 14th until December 23rd when we closed there was approxdays 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 concernsWe 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 refundAs 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 weeks we are unable to provide to remedy to fix this once its installed We feel requesting a cash refund weeks after a job was installed, signed and paid for puts our company in an un-winnable situationThis is why we offered Mrs [redacted] $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 decideYour 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 usWe 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 completionI 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
We would love to address the sealant shrinkage issues from the cabinets to the stoneThis was never brought to my attention and is a very easy fix so we would love to come out and do thatAs you can see in the pictures there is sealant there but it appears that it shrunk up after dryingGenerally if cabinets are level then no sealant is neededIt 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 thisShe 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 weeks from templateOur standard lead-time is 2-weeksMrs [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 $fee for this as well (signed form attached) From December 14th until December 23rd when we closed there was approxdays 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 concernsWe 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 refundAs 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 weeks we are unable to provide to remedy to fix this once its installed We feel requesting a cash refund weeks after a job was installed, signed and paid for puts our company in an un-winnable situationThis is why we offered Mrs [redacted] $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 decideYour 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 usWe 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 completionI 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