Counter Corner Ltd.

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ November 2, [redacted] Re: Case # [redacted] ( [redacted] ) [redacted] Explanation of Events: aOn August 1, Mr [redacted] order for laminate vanities with undermounting sinks and another piece of laminate top was placed [redacted] (Quartz) kitchen top with Maple Butcher Block Peninsula was ordered for the kitchen bOn August 6, all laminate tops were ordered by us to our suppliers cOn August 10, we were over to our sink supplier, which is in the same business park, and we were told that the undermounting sinks needed were in stock and would be put on hold for us dAugust 20, 2015, [redacted] (Quartz) kitchen top with Maple Butcher Block Peninsula was template and ordered by us to our suppliersNo vanities (for undermounted sinks) were installed yet eOn September 4, the customer let us know that the vanities were now ready for templating fOn September 8, we went to template the vanity tops (for undermounting sinks) and they were not readyOur policy is to charge a minimum [redacted] to go back if we visit and have to return due to the customer not being ready Because the customer was out of town and thought everything was ready we did not even mention an extra charge and left it be gOn September we were e-mailed again, letting us know that the vanities in question would be installed on September 17, hOn September 24, all the kitchen tops were installed ( [redacted] quartz and Maple Butcher Block peninsulaAt the time there were no issues iOn September 25, we went to our sink supplier to pick up the sinks for undermounting that we had on holdWhen we arrived the supplier told us that they only had of the sinks neededWe took the sinks that they had so we could get started, and told them we needed the other sink as quick as possibleWe were then told that the sink we needed was on the way on their next shipment from their Ontario Distribution Center(Note: We never did get this sink until October 27, which is what caused the trouble for Mr [redacted] .) jOn October 8, 2015, we received a complaint from the contractor that the Maple Butcher Block was warped kOn October 14, we completed a service call on the butcher block and installed the first vanities containing undermounted sinksThe butcher block top was, in fact, warped so we reordered it on October 15, The butcher block is expected to be here on November 5, and will be promptly reinstalled with no charge to the customer lBetween October to October 26, we called our sink supplier on a daily basis trying to get the last sink we needed mOn October 26, around 10:or 11:am the customer visited our showroom because he was angry that the 3rd vanity with the undermounted sink was not yet installedThe customer was really angry we had not completed our work - which was completely understandable to all of usHe then told us we had until Friday October 30, to have the work complete(Work was complete on Thursday October 28) [redacted] nOn October 27, (before we received any complaint from the Revdex.com) we had a meeting and decided to refund the customer for this vanity and sink because he had to wait so longWe have been trying to reach the customer by phone and e-mail since to give him his refund to no availLater in the afternoon we finally received the sinkIn hind sight we should have offered him the discount the day before when he came to complainHowever, [redacted] we did not think of it oOn October we fabricated the vanityWe could not get a hold of the customer for installHowever, we made contact with his contractor and scheduled the install for the following day pOn October 29, we completed the install of the 3rd vanity with the undermounted sink Proposed resolution: aThe top in question is now installed and we are trying to contact the customer for a refundWe feel terrible that he had to wait so long and hope he will contact us to get his refundWe truely hope the customer accepts our deepest appologies Attachments: aAll supporting e-mails, customer orders, and our own invoices will be faxed to the Revdex.com for review Sincerely, [redacted] Counter Corner LTD Cell: [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would have accepted the response except there is two pieces of information that is pertinent [redacted] They neglected to state that they claimed the sink was being couriered in a week before my visit to the storeMy contractor asked for the tracking number and it was refusedWhen I went into the store I asked and was refused as wellI was told the company could not give it to themI waited for them to call " [redacted] " and ask for the tracking numberAt that point I was given more run aroundAt which point I simply (but very strongly) stated if they can't provide the tracking number, then it is obvious that it was not shippedI got some push back from them and again said provide me with the tracking number, I will trace it myself [redacted] I am relatively certain that if something is couriered that there is a tracking number Final Business Response / [redacted] (4000, 10, 2015/11/05) */ November 2, [redacted] Re: Case # [redacted] ( [redacted] ) [redacted] At this point we are not sure what the customer would like us to doThe job is complete and we have made a refund offer on the top and sink in question In an effort to appease the customer we are open to any suggestions by Mr [redacted] We are not sure what else to offer at this point Sincerely, [redacted] Counter Corner LTD Cell: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

October **, 2015To Whom it may concern:The incident that occurred on August *, with *** *** was an extreme unfortunate issueWe have been servicing *** *** vehicle for approximately yearsWe take pride in the service that we provide to our customers and safety is our #goalSo
because our track record for servicing our community is so good we have decided to refund *** *** $in which she had spent at another repair shop for an issue which should have been corrected by us the first time.We greatly apologize for any inconvenience that this caused and I am hoping that we will regain her trust againI am requesting that upon refunding *** *** we ask that no other claims and or internet reviews be made about this incident. Thank you,Nicholas P***Sky Stores Firestone

Initial Business Response /* (1000, 5, 2015/11/02) */
November 2, 2015
[redacted]
Re: Case # [redacted]
1. Explanation of Events:
a. On August 1, 2015 Mr. [redacted] order for 3 laminate...

vanities with undermounting sinks and another piece of laminate top was placed. [redacted] (Quartz) kitchen top with Maple Butcher Block Peninsula was ordered for the kitchen.
b. On August 6, 2015 all laminate tops were ordered by us to our suppliers.
c. On August 10, 2015 we were over to our sink supplier, which is in the same business park, and we were told that the 3 undermounting sinks needed were in stock and would be put on hold for us.
d. August 20, 2015, [redacted] (Quartz) kitchen top with Maple Butcher Block Peninsula was template and ordered by us to our suppliers. No vanities (for undermounted sinks) were installed yet.
e. On September 4, 2015 the customer let us know that the vanities were now ready for templating.
f. On September 8, 2015 we went to template the vanity tops (for undermounting sinks) and they were not ready. Our policy is to charge a minimum [redacted] to go back if we visit and have to return due to the customer not being ready . Because the customer was out of town and thought everything was ready we did not even mention an extra charge and left it be.
g. On September 16 we were e-mailed again, letting us know that the vanities in question would be installed on September 17, 2015.
h. On September 24, 2015 all the kitchen tops were installed ([redacted] quartz and Maple Butcher Block peninsula. At the time there were no issues.
i. On September 25, 2015 we went to our sink supplier to pick up the 3 sinks for undermounting that we had on hold. When we arrived the supplier told us that they only had 2 of the 3 sinks needed. We took the 2 sinks that they had so we could get started, and told them we needed the other sink as quick as possible. We were then told that the sink we needed was on the way on their next shipment from their Ontario Distribution Center. (Note: We never did get this sink until October 27, 2015 which is what caused the trouble for Mr. [redacted].)
j. On October 8, 2015, we received a complaint from the contractor that the Maple Butcher Block was warped.
k. On October 14, 2015 we completed a service call on the butcher block and installed the first 2 vanities containing undermounted sinks. The butcher block top was, in fact, warped so we reordered it on October 15, 2015. The butcher block is expected to be here on November 5, 2015 and will be promptly reinstalled with no charge to the customer.
l. Between October 8 to October 26, 2015 we called our sink supplier on a daily basis trying to get the last sink we needed.
m. On October 26, 2015 around 10:30 or 11:00 am the customer visited our showroom because he was angry that the 3rd vanity with the undermounted sink was not yet installed. The customer was really angry we had not completed our work - which was completely understandable to all of us. He then told us we had until Friday October 30, 2015 to have the work complete. (Work was complete on Thursday October 28). [redacted]
n. On October 27, (before we received any complaint from the Revdex.com) we had a meeting and decided to refund the customer for this vanity and sink because he had to wait so long. We have been trying to reach the customer by phone and e-mail since to give him his refund to no avail. Later in the afternoon we finally received the sink. In hind sight we should have offered him the discount the day before when he came to complain. However,[redacted] we did not think of it.
o. On October 28 we fabricated the vanity. We could not get a hold of the customer for install. However, we made contact with his contractor and scheduled the install for the following day.
p. On October 29, 2015 we completed the install of the 3rd vanity with the undermounted sink.
2. Proposed resolution:
a. The top in question is now installed and we are trying to contact the customer for a refund. We feel terrible that he had to wait so long and hope he will contact us to get his refund. We truely hope the customer accepts our deepest appologies..
3. Attachments:
a. All supporting e-mails, customer orders, and our own invoices will be faxed to the Revdex.com for review.
Sincerely,
[redacted]
Counter Corner LTD
Cell: [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would have accepted the response except there is two pieces of information that is pertinent.
[redacted]
They neglected to state that they claimed the sink was being couriered in a week before my visit to the store. My contractor asked for the tracking number and it was refused. When I went into the store I asked and was refused as well. I was told the company could not give it to them. I waited for them to call "[redacted]" and ask for the tracking number. At that point I was given more run around. At which point I simply (but very strongly) stated if they can't provide the tracking number, then it is obvious that it was not shipped. I got some push back from them and again said provide me with the tracking number, I will trace it myself.
[redacted] I am relatively certain that if something is couriered that there is a tracking number.
Final Business Response /* (4000, 10, 2015/11/05) */
November 2, 2015
[redacted]
Re: Case # [redacted]
At this point we are not sure what the customer would like us to do. The job is complete and we have made a refund offer on the top and sink in question.
In an effort to appease the customer we are open to any suggestions by Mr. [redacted]. We are not sure what else to offer at this point.
Sincerely,
[redacted]
Counter Corner LTD
Cell: [redacted]