Countertop Kings

Thank You!

Thank you for allowing us to respond to this complaint. The information provided to you by the ***'s was not completely accurate. 1.) I was 15 minutes late and I did apologize profusely. I could not directly find the residence. 2. )They did have questions about the seams and my reply was that Mike chooses where the seam goes and they do have the option to suggest where they would like it, however, there are certain places where you cannot put a seam and it is best to go over it with Mike the owner and fabricator. 3. ) I was upset and walked out because Mr. was rude and disrespectful the entire time and jerked my tape measure out of my hands on several occasions after yelling at me that his requests were simple. 4. )At that point I offered them a refund in full because the material was not ordered and the template was not completed. 5.) They needed 2 full slabs to complete their job and they requested a group of stones (not a single stone) that were completely different than each other and smaller than average because he did not chose a stone, he wanted a style of stone within the measurements HE provided to the vendors instead of getting full size material in succession of each other. Because of requesting the stone within his perimeters, it meant that there would need to be more material and more seams placed throughout. You cannot put 2 to 3 different slabs in one kitchen. We do not seam together 2 to 3 different color slabs with different variations on one counter top. When we told the ***'s this, they were upset that they were not going to get the material they chose. We explained several times and offered them another refund in which they again declined. 5.) We never once cancelled their job or changed the install date even after they stalled in deciding on stone. We explained that there MAY be a possibility that we would need to push the install date to the next day if we did not come to an agreement about the stone and offered them the same Fantasy Brown slabs that we had on the lot which were large enough to do their job without multiple seams and they took several days to ok the material after their original material was delivered and paid for. When we explained that there MAY be a delay in installation but we would work to make sure it would be installed on time and that we would let them know if there is a chance we could not get the material fabricated in time. They became irate and then we refunded their money back minus the non-refundable template fee ($150) and delivery costs ($50) we incurred to order their material. The template notice is posted in our offices as well as mentioned during meetings with customers as well as the many conversations we had about offering them a refund.

Please call the office with questions or concerns. I know the fabrication lingo is hard to understand so I would love to have a chance to speak with someone and further explain the situation at 828-396-6748. Thank you again for giving me the opportunity to respond.

Yes, I do accept that there were/are communication issues due to our new sales rep and that is why Mike and I have tried to interject where we could in order for the ***'s to have all the information they needed. The complications arise from several people on one sale (because Shea is a new team member). From what I saw from the documents posted is what we were trying to explain and I believe it is hard to do so when they did not understand the information. For instance, there should not have been measurements given to the vendor, only square footage. We do not go by measurements when purchasing, we go by square footage. Mr. being a contractor thought he knew how to layout his kitchen but it is not as clear cut as one would think. Mike and I explained and tried to clearify the situations via phone calls and in person (at template) as Shea met with them and corresponded through emails. I understand their was mass confusion because each conversations were volatile and intimidating and the situation at hand was lost in all of that. It is hard to explain logistics to someone who believes they know better and get angry when told it is not quite as simple as one thinks. It may seem like cutting and piecing squares together but it is not the case. We try to avoid seams as much as we possibly can but they were unavoidable in this instance due to the variation in material and because lengths of the counter tops being longer than the material the ***'s chose at ***. We tried to explain this and offer more chances at materials but was difficult due to all the hostility. It is difficult to explain something to someone who is yelling at you and demanding they get what they want, when it was nearly impossible to do so. I understand they ***s used up time to view choices at *** and coming in to the office. We also used time in the days work of templating their counter tops, working and explaining situations to them, and then having to purchase their material that we cannot sell due to the small size and variations. We ordered this material upon their request and tried to make it work, but it just would not and needed a 3rd slab because the slabs were so much smaller than a regular size slab and their was not a 3rd slab, even so the initial two slabs did not go together in the first place. We tried explaining that to them also and offer them more Fantasy Brown that would work that is the same material yet larger but with different patterns. Had this not spanned over a week, we could have met their install time but as time passed, so did the opportunity to fabricate in time. So in the end, we are stuck with 2 small slabs that do not go together and that cannot be sold due to the fact they are too small and do not go together as well as losing a job to dissatisfied customers. This situation has not been easy for anyone involved.