Concepts By Chorba Tattoo Studio

On February 5, 2018, the customer signed a contract to have a Nature Stone® floor installed in their garageThey chose to have their purchase financed through a 12-month program being offered by [redacted] *** [redacted] approve their credit and provided to them a minimum monthly paymentThe minimum monthly payment provided was less than what would be required to pay the outstanding balance in full to avoid finance charges Nonetheless, the customer accepted the financingOn the evening of February 20, 2018, the customer spoke with their sales representative wanting to cancel their contract The customer was complaining that the monthly payment given to them by [redacted] was less than the amount needed to pay their balance in full within months The customer claimed that they did not realize this fact when they signed the agreement This is true even though a simple calculation of their monthly payment multiplied by twelve months clearly demonstrates this fact for anyone to see Nonetheless, even though the customer was out of the rescission period for both their Nature Stone® contract and their financing contract, the sales representative offered to cancel both contracts The customer then asked about their deposit At 7:in the evening, the sales representative proceeded to contact a member from corporate at their home and that member agreed to refund the customer their full depositThis was then relayed directly to the customer at that time Thus, on the same day that both contracts were canceled, the customer knew that they would be issued a refund Unfortunately, since this all took place at 7:in the evening, the issuance of the customer’s refund was never communicated to accountingHence, the refund was not processedInstead of either contacting their sales representative or the company to find out the status of the refund, the customer chose to directly file this complaintHad the customer contacted their sales representative or the company prior to filing this complaint, then the company would have realized the oversight and a refund check would have been issued The company has spoken with the customer in this regard and the customer acknowledges that they should have reached out to the company first before filing this complaint A refund check is being processed

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Of course a company will throw what you signed in your face to shut you down, shut you up This is a typical tactic they use to cover their as Gone are the good old days when the customer was always right and when companies wouldn't dictate to them, throwing their weight around, and pushing the customer into a corner I have had their worker over to look at the floor and give me an estimate to fill it I have reluctantly accepted the offer to fill it for the $cost they quoted me to do it I do not though accept the resolution of this case and will not, ever I have instead reported them on Yelp, and am telling all my friends to not do business with them That will hurt them more than the $they could have had as a loss to take care of this I am done with Nature Stone, I will never do business with them again Regards, [redacted]

I did speak to the consumer I have a recording of that conversation that I am more than happy to share with the Revdex.com What the consumer has written to this point is, unfortunately, not accurate Our installation manager did call the consumer and scheduled to meet with the consumer tomorrow at 2pm to review the installation Again, the installation was done nearly a year ago and this is the first we have heard from the consumer that there was an issue Immediately upon hearing there was an issue, we dispatched a service technician and addressed the issue with the consumer It was only after the issue was resolved that the consumer decided to contact the Revdex.com because we would not move the consumer's furniture without payment Nevertheless, our installation manger will review the consumers installation with the consumer tomorrow and hopefully put an end to this situation I also fail to see how this is a Revdex.com matter as there is no dispute and the only settlement desired by the consumer was to remove the loose stones, which we did prior to the consumer's Revdex.com complaint, and to move the consumer's furniture, which we would be glad to do at our usual and customary pricing.Very truly yours,Michael AM [redacted] Vice President/CEO

At no fault of the company, the customer began experiencing issues with his floor The company inspected the floor and informed the customer that the best option available to correct those issues was to replace his floor The customer understood the company’s position and agreed to have a sales representative provide him with a quote to replace his floor Regrettably, at no fault of the customer, the sales department never followed up with the customerUpon receiving the complaint, the customer was immediately contacted, a sales representative was sent out and the customer purchased a new floor It is unacceptable that the sales department did not immediately contact the customer and appropriate action has been taken Nonetheless, the customer is happy with his purchase of a new NATURE STONE® floor

The customer purchased Nature Stone for her porch area in The customer then purchased Nature Stone for her patio and stoop areas in The customer did NOT purchase Nature Stone in 2016, as the information she provided to the Revdex.com suggests, and we have no record of any purchase made by the customer since Additionally, service has always been provided to the customer at no charge.The customer applied a DIY topcoat to her areas in The patio area experienced an issue We have been in constant communication with the customer since then in an effort to resolve the issue It has been a trying process because we did not perform the topcoat, there are multiple layers of topcoat that were applied unnecessarily and have to be removed, and the customer is difficult to reach by phone and has no voicemail or answering machine to leave a message on Just yesterday, we attempted to call the customer at 10:13am (several hours before receiving this complaint) hoping to reach her on a Sunday, but she did not answer and we could not leave a message We then tried to call her again a little later in the day at 6:01pm, but were met with the same result.We take seriously any dissatisfaction that a customer might have with our company or product, even if we did nothing to cause the dissatisfaction Our mission is to satisfy each and every one of our more than 50,customers and we make a written promise to our customers to go above and beyond to ensure their full satisfaction It is our belief that this instance is no different and we will continue to work with this customer to help her fix the issue with her patio area

Nature Stone is scheduled to strip the patio on 08/26/and then refinish it on 08/29/weather permitting. I will not know if this issue is resolved until that time. Thank you, *** ***

Thank you for bringing this to our attention.First, as far as the customer's claims regarding the job we performed for the customer in 2005, I cannot speak to any of it. The job took place over years ago and none of the customer's claims are documented or have any
merit. I can only go by our records, which do not support any of the customer's claims pertaining to the job we performed for the customer in 2005.After reviewing the rest of the complaint, I have determined that our sales manager made an oversight that I wish to apologize to the customer for. Unfortunately, when the customer visited us recently, our service manager was unavailable and the customer instead spoke to our sales manager. Since our sales manager is not familiar with our service contracts, he pulled the customer's file and found that his original warranty had expired. The only other contracts in the customer's file were service agreements that carry no warranty, extended or otherwise. Our sales manager attempted to explain this to the customer to the best of his ability and also offered to have our service manager contact the customer when he returned to assist the customer further. Since our service manager is out-of-town until next week, our sales manager told the customer to expect to hear from our service manager on Monday. For reasons unknown, the customer became irate and began threatening legal action against us. He then left the premises.Since the job was reinstalled at the customer's expense in 2013, the customer should have received a warranty at that time. Our sales manager made an oversight in his review of the customer's file, which is why he preferred to have the customer speak to our service manager upon his return. Obviously, the customer was unwilling to wait until Monday.The warranty for all outdoor jobs in 2013, was 1-year labor and 10-years material. This is also the same warranty that we provide today for all outdoor jobs. As such, the customer's labor warranty has expired, but his material warranty is in effect until July 13, 2020. The warranty does not include the cost of shipping.Since the customer and the job are literally minutes from our office, the customer is more than welcome to stop by at his convenience to pick up the material.Again, I apologize for the oversight made by our sales manager

I really am not disputing the lifetime warrantyThe company just recently changed their policy and I can't change themWhat I would like to have is a cost for them cleaning and sealing their productThey tell me that they will not under any circumstance is service and or refinish their productWhen I purchased this product I was told that it wouldn't leave he ate the crap that was in the porch, it has not because they have had to repair it once possibly twice since I've had the time the productWhat company sells you something and will not service it or provide service referralI have not found a company in the city of Columbus that will service this product In the past they have come out and repair the crack, power wash the porch for approximately $140, and then sealed for an additional $their policy in the past has been that they will not sell their product and less they power wash it firstI just want someone to fix it and wash it and seal it for me if they could provide a referral for that service that would make me happy They have offered me the material, which is great, except as a handicapped person I cannot apply at myself

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Of course a company will throw what you signed in your face to shut you down, shut you up This is a typical tactic they use to cover their as Gone are the good old days when the customer was always right and when companies wouldn't dictate to them, throwing their weight around, and pushing the customer into a corner I have had their worker over to look at the floor and give me an estimate to fill it I have reluctantly accepted the offer to fill it for the $cost they quoted me to do it I do not though accept the resolution of this case and will not, ever I have instead reported them on Yelp, and am telling all my friends to not do business with them That will hurt them more than the $they could have had as a loss to take care of this I am done with Nature Stone, I will never do business with them again
Regards,
*** ***

Revdex.com:
Andrew inspected the floor and removed the loose stones and kickers.  I thank Nature Stone for sending him. This is in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Customer had a NATURE STONE® floor installed.   He called and explained that the stones in his floor were lose and popping up.  Based on the customer’s statements, the customer service representative immediately scheduled to have the customer’s entire floor inspected. Upon...

inspection it was determined that a few “kicker stones” were left on top of the customer’s floor which sometimes occurs during installation.  These stones are not part of the floor, but rather are a byproduct of the installation process such that a few stones may be left on the surface of the floor during the hand troweling process. These stones then become lose as people walk on the floor and “kick” these stones with their feet.  Hence, the term “kicker stones.”  These stones do not affect the integrity of the floor, are not part of the floor and could have very easily been swept away by a broom or vacuum. The service technician inspected the floor on his hands and knees and removed these few pebbles. All of this was explained to the customer by the technician. After talking to the technician it is clear that the customer is not upset with the quality of the floor.  The customer’s sole complaint is that he had to remove all the furniture from the room and replace it back into the room. However, there is no other way an entire floor can be inspected.  The movement of furniture is not covered under the warranty.  We would have been happy to move the furniture for the customer, but he would have been charged for this service at our usual and customary rates.  At this point, there is nothing more we can do for this customer.  If the customer still wishes us to move any furniture, please have the customer call us and we will be happy to provide the customer with a quote.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company is claiming that I am not being truthful about my complaint.  I believe the company misunderstands the order of events.  I had notified the installers of the problem area before they had installed the product.  As I mentioned, I was told there would be no problem and they proceeded with installation.  After installation, I sent a letter on 11/15/15 regarding the problem area and I received NO RESPONSE from the company then regarding what I could do about the problem and if they would be willing to re-stone the area if I had the plumbing under it was fixed.  In effect, they ignored my plea.  On 6/29/17, I sent another email regarding the matter because I had a plumber come out to assess the issue of a cracked pipe under the floor.   I tried calling BEFORE this email, but was told that I could not speak with a manager to discuss the matter.  Instead, I was given a date and time to look at the problem area.  I got the impression from the person handling the call that the appointment was being made for a new sale.  Nothing was discussed about a warranty during this call.  This prompted me to send the email on 6/29/17.  After I received no response to that email this prompted me to create the Revdex.com complaint.  I believe I am being fair in what I am asking for.  The plumber is cutting a 3X3 hole to fix the pipe.  After this is done, I want Nature Stone to re-stone the 3X3 area and then provide a cleaning where it is stained.  I don't believe this is too much to ask for and I am 100% disappointed in how I am being treated about the matter.    
Regards,
[redacted]

After a second through review of our records, we can find no labor warranty for this person.  She is requesting the company to fix a crack in her floor under what she claims is a lifetime labor warranty.  However, we have no record of such a labor warranty for this person. If this person...

has any documentation to the contrary, please have her forward the documentation to the company and we will be happy to revisit this matter.  However, at this point we do not believe that this person is a customer of the company with any labor warranty.

I did speak to the consumer.  I have a recording of that conversation that I am more than happy to share with the Revdex.com.  What the consumer has written to this point is, unfortunately, not accurate.  Our installation manager did call the consumer and scheduled to meet with the consumer tomorrow at 2pm to review the installation.  Again, the installation was done nearly a year ago and this is the first we have heard from the consumer that there was an issue.  Immediately upon hearing there was an issue, we dispatched a service technician and addressed the issue with the consumer.  It was only after the issue was resolved that the consumer decided to contact the Revdex.com because we would not move the consumer's furniture without payment.  Nevertheless, our installation manger will review the consumers installation with the consumer tomorrow and hopefully put an end to this situation.  I also fail to see how this is a Revdex.com matter as there is no dispute and the only settlement desired by the consumer was to remove the loose stones, which we did prior to the consumer's Revdex.com complaint, and to move the consumer's furniture, which we would be glad to do at our usual and customary pricing.Very truly yours,Michael A. M[redacted]Vice President/CEO

The customer contracted with us on March 26, 2016.  The customer's 3-day rescission period ended at midnight on March 30, 2016.  On May 12, 2016, a full 43 days past the customer's rescission period, the customer called us looking to cancel their contracted and receive a full refund of...

their deposit.  It is company policy that we do not require deposits, so any deposit money provided by the customer was done so at their sole discretion.  Since the customer was a full 43 days past the rescission period, they were advised that we would be happy to consider their cancellation request, but needed to speak with management about refunding their deposit.  Since that time, we have made several attempts to contact this customer to discuss their cancellation request, but the customer has made themselves unavailable.In most cases, we are more than happy to honor a customer's cancellation request beyond the rescission period.  However, we do take measures to ensure that the company is protected should such a request be made.  Typically, we ask the customer to provide some proof of financial hardship, health issue or other legitimate reason for the cancellation and deposit refund.  When such proof has been provided in the past, we have always honored the cancellation request and refunded any deposit monies.  In this case, since the customer has made themselves unavailable to speak to us, we have no way of confirming the legitimacy of the cancellation request and reason for the deposit refund.Please feel free to advise the customer to provide us with something in writing stating the reason for their cancellation request, as well as some proof to support the legitimacy of their request and we will be more than happy to give it every consideration.  Should we determine that their reason to cancel is legitimate, we will cancel their contract and refund their deposit.

Here are the requested documents with text highlighted.

I have reviewed the response made by the business in reference to complaint ID 12344125, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The customer purchased Nature Stone for her porch area in 2009.  The customer then purchased Nature Stone for her patio and stoop areas in 2012.  The customer did NOT purchase Nature Stone in 2016, as the information she provided to the Revdex.com suggests, and we have no...

record of any purchase made by the customer since 2012.  Additionally, service has always been provided to the customer at no charge.The customer applied a DIY topcoat to her areas in 2015.  The patio area experienced an issue.  We have been in constant communication with the customer since then in an effort to resolve the issue.  It has been a trying process because we did not perform the topcoat, there are multiple layers of topcoat that were applied unnecessarily and have to be removed, and the customer is difficult to reach by phone and has no voicemail or answering machine to leave a message on.  Just yesterday, we attempted to call the customer at 10:13am (several hours before receiving this complaint) hoping to reach her on a Sunday, but she did not answer and we could not leave a message.  We then tried to call her again a little later in the day at 6:01pm, but were met with the same result.We take seriously any dissatisfaction that a customer might have with our company or product, even if we did nothing to cause the dissatisfaction.  Our mission is to satisfy each and every one of our more than 50,000 customers and we make a written promise to our customers to go above and beyond to ensure their full satisfaction.  It is our belief that this instance is no different and we will continue to work with this customer to help her fix the issue with her patio area.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Seems that Nature Stone representatives don't recall details of conversations and consumers must make sure ALL their words appear on a legal document.  Just because they acknowledge you during discussions doesn't mean you are going to get what you asked for.  The tackiness was brought to their attention at the start of job 2 and they agreed it seemed the first part of the job was not dried.  They thought that nearest the walls was still tacky which is exactly where you walk when cars are in the garage.  I had a piece of cardboard that when laid on the floor stuck.  All they said was that nothing in my garage would hurt the floor but at that point I had not been walking on it regularly to realize the sealer would stick to our shoes.  I have time stamped video I'd be happy to post.  The only reason I agreed to let Nature Stone finish my garage floor was that it looked stupid half done and was dangerous because it was no longer level in the center.  They only offered to pull up the part they weren't supposed to cover IF I signed another legal document alleviating them of any responsibility to further damages, which they said their would be.  Sounds like backing a customer into a corner to me.  I still have the original contract written by the sales rep.  It is amazing to me that even after seeing the original he is unwilling to admit that he did not do his due dilligence for his customer.  And telling me the sealer would be able to be walked on after 24 hours sure seems like another misrepresentation by this sales rep can .  I unfortunately am backed into another corner.  I need Nature Stone to tell me why this floor is not dry.  Anyone but the original sales rep can make contact for an inspection.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I did go and pick up the topcoat. However, the Nature Stone office manager, Cherie, was very cold.  She told me that her "office counsel advised me that this was a one-time only deal".  I explained that my new product has a warrantee until 2020.  It was just put on less than three years ago.  On the back of my product "pick up" receipt, she wrote, "last time", which I questioned.  She said that it was nothing.  I do NOT trust this person.  Also, I want you to know that I did not storm out of the office at all on Thursday, as John R[redacted] stated.  The Nature Stone Sales Manager also never told me that he would refer me to the Service Manager at all.  In fact, I thought I was speaking to the Service Manager because that is who I requested to speak to.  As he spoke to me about contracts and expired contracts, I explained that this was incorrect and that I would hate to have to contact the Revdex.com for help.  He immediately said that he had "counsel" on hand for people like me.  He said that he would have his"counsel" contact me the next day, Friday, June 3rd.  I was never told about Monday that the Service Manager would contact me as stated in the Nature Stone response. In fact, I only knew that John R[redacted]'s was the SALES manager after he went inside to get his business card and passed it to me through the glass hole opening to the entrance hallway.  Then, he immediately walked away leaving me standing there.  Then, I left.  I did not storm out.  I was not impatient to wait till Monday.  I went home and contacted help.
Regards,
[redacted]