I would like to start by saying Excel and Granite Shop are two different companies, and the provide services to each other has nothing to do with it being the same company, so not a fact, but speculation from ms ***.I am sorry that the installation didn't go quite as expected and that adjustments had to be made at the locationAfter reviewing your pictures I could see that you had a full back splash on your "brand new wall" that was not properly removed, Making it impossible to get an accurate template, thus creating the cut problem that started the whole situation.In an effort to complete your install successfully, the adjustments, (that are listed as a possibility on your signed contract,) to surrounding areas were requiredAt no point was ever done a hole to the exterior of your wall, where wind could be an issue, the cut was done on your plaster, and there are many layers after the plaster that prevent wind draft from enteringThis is Massachusetts after all, we all have insulation, and other layers that keep all weather outAlso all of this would be completely covered by the back splash finish, so Mrs [redacted] alarm and yelling of our employees was a little excessiveWe don't even own tools that would make a hole to the exterior of customer's walls.I did try a number of times to calm Ms [redacted] down and explain the process and was interrupted every word I said and was never given a chance to do so, because according to her "she is an engineer and she knows what she is talking about", an Ï didn't know who I was talking toI did apologize for the guys lack of communication before starting the adjustments on her wall and I never told her we did nothing wrong, but TRIED many times to assure her that everything would be ok if she just let us do our job, but if anyone tried to talk to Mrs [redacted] in this given situation would find out that it was impossible.Although we understand her frustration, we need our customers to trust that we always have their best interests at heart and we were trying to do the best we could to give her the best finished product.Upon offering Mrs [redacted] to get someone there to fix her walls, which you can tell by the pictures were nowhere brand new, I was denied the chance to make things right by her, and the plaster would've cost me much more than the $she asked as a discount, so I think it was a fair solution to the problem she thought we caused.Standard back splash is 4"tall and the full back splash that she wanted to do in her house is a customization therefore the feeAfter completion of the install I was contacted by Mrs *** who said she got a quote on fixing her wall and that it would cost $500, so of course I refused, I did after all have a plaster lined up for the job and would cost her nothingI did not feel I was given the chance to make things right by the means I had available to me.Mrs [redacted] mentioned that she felt that the owner should have called her and resolved the issue, them being away on vacation I think I did all I could to resolve the issue in a timely manner for her other than making her wait till they got back.I offered simple solutions to the problem and was rudely shut down by Mrs [redacted] every time.She decided not to move on with the job saying she didn't trust my vendor or us, and I agreed that was the best route, if we couldn't be trusted, there was no reason to continue business.Not an hour after our conversation she went to every media outlet we are available on, and started to copy and paste this same review, including making comments on my own facebook account.I was amazed by how fast she was able to write this review, she must do this all the time, I am here sitting for two days writing this reply.I wish Mrs [redacted] the best on her future ventures and hope she enjoys her kitchen with her family
I would like to start by saying Excel and Granite Shop are two different companies, and the provide services to each other has nothing to do with it being the same company, so not a fact, but speculation from ms [redacted].I am sorry that the installation didn't go quite as expected...
and that adjustments had to be made at the location. After reviewing your pictures I could see that you had a full back splash on your "brand new wall" that was not properly removed, Making it impossible to get an accurate template, thus creating the cut problem that started the whole situation.In an effort to complete your install successfully, the adjustments, (that are listed as a possibility on your signed contract,) to surrounding areas were required. At no point was ever done a hole to the exterior of your wall, where wind could be an issue, the cut was done on your plaster, and there are many layers after the plaster that prevent wind draft from entering. This is Massachusetts after all, we all have insulation, and other layers that keep all weather out. Also all of this would be completely covered by the back splash finish, so Mrs [redacted] alarm and yelling of our employees was a little excessive. We don't even own tools that would make a hole to the exterior of customer's walls.I did try a number of times to calm Ms [redacted] down and explain the process and was interrupted every word I said and was never given a chance to do so, because according to her "she is an engineer and she knows what she is talking about", an Ï didn't know who I was talking to. I did apologize for the guys lack of communication before starting the adjustments on her wall and I never told her we did nothing wrong, but TRIED many times to assure her that everything would be ok if she just let us do our job, but if anyone tried to talk to Mrs [redacted] in this given situation would find out that it was impossible.Although we understand her frustration, we need our customers to trust that we always have their best interests at heart and we were trying to do the best we could to give her the best finished product.Upon offering Mrs [redacted] to get someone there to fix her walls, which you can tell by the pictures were nowhere brand new, I was denied the chance to make things right by her, and the plaster would've cost me much more than the $200 she asked as a discount, so I think it was a fair solution to the problem she thought we caused.Standard back splash is 4"tall and the full back splash that she wanted to do in her house is a customization therefore the fee. After completion of the install I was contacted by Mrs [redacted] who said she got a quote on fixing her wall and that it would cost $500, so of course I refused, I did after all have a plaster lined up for the job and would cost her nothing. I did not feel I was given the chance to make things right by the means I had available to me.Mrs [redacted] mentioned that she felt that the owner should have called her and resolved the issue, them being away on vacation I think I did all I could to resolve the issue in a timely manner for her other than making her wait till they got back.I offered simple solutions to the problem and was rudely shut down by Mrs [redacted] every time.She decided not to move on with the job saying she didn't trust my vendor or us, and I agreed that was the best route, if we couldn't be trusted, there was no reason to continue business.Not an hour after our conversation she went to every media outlet we are available on, and started to copy and paste this same review, including making comments on my own facebook account.I was amazed by how fast she was able to write this review, she must do this all the time, I am here sitting for two days writing this reply.I wish Mrs [redacted] the best on her future ventures and hope she enjoys her kitchen with her family.
I would like to start by saying Excel and Granite Shop are two different companies, and the provide services to each other has nothing to do with it being the same company, so not a fact, but speculation from ms ***.I am sorry that the installation didn't go quite as expected and that adjustments had to be made at the locationAfter reviewing your pictures I could see that you had a full back splash on your "brand new wall" that was not properly removed, Making it impossible to get an accurate template, thus creating the cut problem that started the whole situation.In an effort to complete your install successfully, the adjustments, (that are listed as a possibility on your signed contract,) to surrounding areas were requiredAt no point was ever done a hole to the exterior of your wall, where wind could be an issue, the cut was done on your plaster, and there are many layers after the plaster that prevent wind draft from enteringThis is Massachusetts after all, we all have insulation, and other layers that keep all weather outAlso all of this would be completely covered by the back splash finish, so Mrs [redacted] alarm and yelling of our employees was a little excessiveWe don't even own tools that would make a hole to the exterior of customer's walls.I did try a number of times to calm Ms [redacted] down and explain the process and was interrupted every word I said and was never given a chance to do so, because according to her "she is an engineer and she knows what she is talking about", an Ï didn't know who I was talking toI did apologize for the guys lack of communication before starting the adjustments on her wall and I never told her we did nothing wrong, but TRIED many times to assure her that everything would be ok if she just let us do our job, but if anyone tried to talk to Mrs [redacted] in this given situation would find out that it was impossible.Although we understand her frustration, we need our customers to trust that we always have their best interests at heart and we were trying to do the best we could to give her the best finished product.Upon offering Mrs [redacted] to get someone there to fix her walls, which you can tell by the pictures were nowhere brand new, I was denied the chance to make things right by her, and the plaster would've cost me much more than the $she asked as a discount, so I think it was a fair solution to the problem she thought we caused.Standard back splash is 4"tall and the full back splash that she wanted to do in her house is a customization therefore the feeAfter completion of the install I was contacted by Mrs *** who said she got a quote on fixing her wall and that it would cost $500, so of course I refused, I did after all have a plaster lined up for the job and would cost her nothingI did not feel I was given the chance to make things right by the means I had available to me.Mrs [redacted] mentioned that she felt that the owner should have called her and resolved the issue, them being away on vacation I think I did all I could to resolve the issue in a timely manner for her other than making her wait till they got back.I offered simple solutions to the problem and was rudely shut down by Mrs [redacted] every time.She decided not to move on with the job saying she didn't trust my vendor or us, and I agreed that was the best route, if we couldn't be trusted, there was no reason to continue business.Not an hour after our conversation she went to every media outlet we are available on, and started to copy and paste this same review, including making comments on my own facebook account.I was amazed by how fast she was able to write this review, she must do this all the time, I am here sitting for two days writing this reply.I wish Mrs [redacted] the best on her future ventures and hope she enjoys her kitchen with her family
I would like to start by saying Excel and Granite Shop are two different companies, and the provide services to each other has nothing to do with it being the same company, so not a fact, but speculation from ms [redacted].I am sorry that the installation didn't go quite as expected...
and that adjustments had to be made at the location. After reviewing your pictures I could see that you had a full back splash on your "brand new wall" that was not properly removed, Making it impossible to get an accurate template, thus creating the cut problem that started the whole situation.In an effort to complete your install successfully, the adjustments, (that are listed as a possibility on your signed contract,) to surrounding areas were required. At no point was ever done a hole to the exterior of your wall, where wind could be an issue, the cut was done on your plaster, and there are many layers after the plaster that prevent wind draft from entering. This is Massachusetts after all, we all have insulation, and other layers that keep all weather out. Also all of this would be completely covered by the back splash finish, so Mrs [redacted] alarm and yelling of our employees was a little excessive. We don't even own tools that would make a hole to the exterior of customer's walls.I did try a number of times to calm Ms [redacted] down and explain the process and was interrupted every word I said and was never given a chance to do so, because according to her "she is an engineer and she knows what she is talking about", an Ï didn't know who I was talking to. I did apologize for the guys lack of communication before starting the adjustments on her wall and I never told her we did nothing wrong, but TRIED many times to assure her that everything would be ok if she just let us do our job, but if anyone tried to talk to Mrs [redacted] in this given situation would find out that it was impossible.Although we understand her frustration, we need our customers to trust that we always have their best interests at heart and we were trying to do the best we could to give her the best finished product.Upon offering Mrs [redacted] to get someone there to fix her walls, which you can tell by the pictures were nowhere brand new, I was denied the chance to make things right by her, and the plaster would've cost me much more than the $200 she asked as a discount, so I think it was a fair solution to the problem she thought we caused.Standard back splash is 4"tall and the full back splash that she wanted to do in her house is a customization therefore the fee. After completion of the install I was contacted by Mrs [redacted] who said she got a quote on fixing her wall and that it would cost $500, so of course I refused, I did after all have a plaster lined up for the job and would cost her nothing. I did not feel I was given the chance to make things right by the means I had available to me.Mrs [redacted] mentioned that she felt that the owner should have called her and resolved the issue, them being away on vacation I think I did all I could to resolve the issue in a timely manner for her other than making her wait till they got back.I offered simple solutions to the problem and was rudely shut down by Mrs [redacted] every time.She decided not to move on with the job saying she didn't trust my vendor or us, and I agreed that was the best route, if we couldn't be trusted, there was no reason to continue business.Not an hour after our conversation she went to every media outlet we are available on, and started to copy and paste this same review, including making comments on my own facebook account.I was amazed by how fast she was able to write this review, she must do this all the time, I am here sitting for two days writing this reply.I wish Mrs [redacted] the best on her future ventures and hope she enjoys her kitchen with her family.