We received the complaint that was placed by Mr***We are writing to inform you that we have tried to resolve the issue with them numerous timesOur manager [redacted] made a personal trip to the residence to polish and buff the granite to make it smoother for themThe type of granite that they chose has natural occurrences in the stone that causes it to have pits and rough placesThere is no way to fix that stone it is unfortunately part of the stoneThe ***s came to Roanoke Granite after their template and had a template lay out and picked out their exact stone as well as the section of the stone that they wantedThey are now not happy with the granite and want it fixedWe have done everything we can to fix this problem for themUnfortunately, there is nothing else that can be done with the stoneAlso, the ***’s are complaining that our installers moved their refrigerator and scratched their floorsOur men did not move their refrigerator the day the granite was installedWe apologize for any inconvenience however there is nothing left to be done for their graniteThanksRoanoke Granite
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] came to our house one time after we made the complaint of rough and pitted granite that was installedHe was shown a couple of edges that were ruff and chipped and was shown the floor damage at that time He explained that the granite slabs were in their natural state and they do not do anything to the top of the graniteThey do, however, smooth and buff the edgesHe said it was our fault for picking out the slab of granite we choseHe went to his van and got a ounce bottle of "Italian Craftsman Cream Polish" and wiped down the kitchen counter tops with a paper towelWe had told Roanoke Granite that we wanted to see the layout when they had it ready before installationThey gave us an appointment to come see the layoutWe went to see the layoutThere was no layoutWe were taken to the outside lot where all the granite slabs are kept and the worker brought the template drawing and a white pencil and made a few marks on the dirty, dusty slabWe told them we came expecting to see the layout as the granite was to be cutThey told us we can do that but you have to come backWe had already been several times to select granite, reselect granite (we had been told they had slabs like we needed and got a call that they did not have enough of the granite we chose to do the job), and a trip to make paymentWe trusted them to do the jobWe should have know there would be a problem since they require 75% up front [redacted] said he would send someone to make repairsAs I stated before, [redacted] called on a Satevening when we were leaving the house stating that he had been told to come make repairs at our houseWe have not heard from him sinceWe have asked several times to have the owner of the Roanoke Granite call so we could speak with him but we have not heard from him [redacted] set up several appointments with us to have the floors and granite edges repaired and appointments were canceled by themI talked with the girls in the office several times concerning the repair to the floors and they told us they were going to repair the floorsI asked how they would do the repairs and we were assured they could do themIt is a pure lie when they say they did not move the refrigerator and damage the floorsWe have a witness that says differentOur plumber saw them move the refrigerator while he was here workingThey had to remove the old tops and back splash before they could install the newThe refrigerator touches the counter topsI have pictures If the owner cared enough about his business and customers, I think he would check out this complaint himselfI would not recommend Roanoke Granite to anyoneThey do not keep their word and are dishonest
Revdex.com: I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I received your message requesting photographs of the holes in the countertopsAs we were discussing the other day, please remember there is no "industry standard" to where these holes are drilledIt is up to the customer and 100% customer preferenceI clearly explained to the owner, when he came out for the template, that we wanted everything in the kitchen sink area to be centered with each otherI have that conversation recordedI would ask the Revdex.com to consider the fact my wife is the customer with Roanoke GraniteShe is the person who wrote her check for the deposit and actually paid for this jobMy wife never signed off on anythingI however, did sign stating the job was completed because I was told I had toMy wife was not home to inspect the installation so I was made to feel I had no choiceThat said, I also was not concerned about signing off on the installation because they have a very good year warrantySo at least they have on paperThat is why we decided to do business with Roanoke GraniteWhen we contacted Roanoke Granite the following morning with our concerns it all fell apart from thereWe started getting the run-around and no response at all from the ownerThererfore we were left with no choice but to file the Revdex.com complaint for helpPlease keep in mind, we have numerous issues with the installation job; the primary concern was the faucet hole placementRoanoke Granite finally responded to us and said the holes were placed where they always areIndustry standardThey did not acknowledge the fact we agreed everything would be centered, not offset like they didThey stated they do these offset sinks "all the time" and they always place the holes like they did oursI called their bluff and asked them to send me photos showing prior jobsThey sent me photosof the photos was our sink! Clearly, this is something they "do not do all the time"I replied to them via email in providing numerous photos showing people online who have offset sinks with holes being centeredOur second complaint is they left paint template lines throughout all of our countertopsWhen I went there in person to do the template, I was present when they drew the lines and accept thisThey told me these ***ed where they were going to cutClearly, they altered my template (what we agreed upon and have a verbal contract for) because they cut several inches away from these linesIn doing so, they left paint lines all through the granite which are very noticeableThey did NOT remove them before sealing the graniteTherefore, we cannot get these lines outClearly, this is not "an industry standard"If you contact any Roanoke area granite installer they will tell you this is simply unacceptableI can give you a listI have contacted them allDue to file size limitations, I will send you the photos in several emailsThis email will have photos attached showing the faucet is positioned right-of-center which you can clearly seeI have taken over photos of this poor installation and videosWe are more than happy to invite anyone to our home to see the damage for themselves in personWe tried getting Roanoke Granite to come out to actually see these problems their installation crew left but they refusedRather, they had their attorney get involved and begin to "bully" us with wild accusations of extortionWe were preparing to go to court over this but we decided it was too costly to hire an attorney to pursue $4,It is shameful a business can not be held accountable for such poor work and failing to stand by their warranty termsWe read forums online and found numerous photos of people with offset sinks with centered faucetsYou can google search images of thisThey are VERY common despite Roanoke Granite and their attorney stating otherwiseHere are just a few photos showing white paint markings they left on all our our countertopsAgain, these cannot be removed because they are sealed inWe wanted to allow them the chance to come back out to remove them but they refusedHere are a few photos showing the counterheight around the range being unlevelWe were assured this would be levelI have this on recording where the owner makes a joke about it they were not level an egg would slide right off the stove topThere are corners to the stove areaAll corners have different measurements and fluctuate 1/4"Clearly, they did not shim the countertops accuratelyThey shimmed all of our contertops but failed to get the right height around where our slirange was goingThis created significant problems in trying to get our range to fitWe had to use additional shims and the range is unlevel and not flush to the countertopThe "bridge" is the small peice that is behind the stoveThis was installed unevenThere is no overhang on the left side where the bridge meets the countertop but on the right side there is a 1/4" overhangThe owner agreed there would be a small overhang there because one is needed so our range flat-top can have a ledge to sit onFrom the photos you will clearly see a gap behind the stove on the left side because they did not make sure there was a small overhang "ledge" for the top to rest onThis defeats the purpose of having a slirange for clean-ability and we were assured they would do this correctlyHere are photos of our master bathroom vanity countertopThey cut out the holes for the faucet incorrectlyThe left handle (hot water handle) hole is cut much farther way from the center hole (faucet) than the right sideI would argue many of these things cannot be seen at the time of my signing offThey were not discovered until we began trying to install the range and faucetsIt is reasonable that someone would not find them until they are installing these thingsIt seems Roanoke Granite was unethical when they expect people to sign off on a job that is technically not completeI suggested they ask the customer to sing off on the job weeks after the installationThis is more feasible given it will allow the customer time to install the appliances and fit the faucetsLooking back, I should have required Roanoke Granite Installers to remain on site while I installed all of the appliances and faucetsI would have also not depended on them standing by their warranty they pushed so hard with usMy wife specifically told me if I had any issues she would look at them when she got home; which she did and found many more problemsWe depended on their warranty terms they would actually fix any problems she found when she got homeThank you for your help, [redacted] ***
Thank you for forwarding this e-mailI spoke with my client, and they do not intend to provide any further response and will simply rely on their earlier responseRoanoke Granite Tops completely disagrees with many of the statements in Mr***’s letter, which are simply false, but they do not want to spend any additional funds defending what they feel is a frivolous and baseless claimWe appreciate your allowing us to respond to the earlier letter – particularly given that the response was late, and we appreciate your attention to the claimWe understand that Revdex.com may proceed with posting the claim, and we would only ask that our letter be published as wellMany thanks, [redacted]
As you know, this law firm and I represent Roanoke Granite Tops, Inc("RGT"), and we are responding to [redacted] ***'s Revdex.com ('Revdex.com') Complaint against RGT We appreciate the opportunity to submit this responseWhen RGT delivered and installed Mr***'s countertop on June 3, 2015, he signed a completion agreement certifying that he was fully satisfied with the countertop and its installation(Exhibit 1.) The next day on June 4, 2015, Mr [redacted] submitted his Revdex.com Complaint against RGT In addition to his Revdex.com Complaint, he also sent a letter to RGT on June 17, (almost two weeks after the Revdex.com Complaint) threatening litigation and demanding that RGT return payment in full because the countertop was defectiveHis complaints included his primary concem that the faucet was off-set by inches(Exhibit 2.) In fact, the off-set of inches is the industry standard for faucet locations on this type of sink All of Mr***'s alleged "defects" existed at the time he signed the completion agreement, and at that time, he indicated that he was satisfied with the product and its installation.As you will see on page of the attached June letter, Mr [redacted] advised that he recorded telephone conversations, he recorded in-person conversations, and he took video footage of his interactions with RGT, RGT's employees were not aware that they were being recorded during what they believed to be a routine sales transactionIt appears clear that Mr***'s intention during his business interactions with RGT was to set up a situation whereby he could later pressure RGT to obtain a free granite countertopIt is highly unusual to record conversatons during a typical sales situationIt also appeats that Mr [redacted] is using the Revdex.com Complaint as a mechanism to submit additional pressure on RGT to achieve his goalsThe items listed in the Summary of Damages section of his June letter and in his Revdex.com complaint appear to be after-the-fact criticisms with the apparent purpose of refusing to make his final payment and/or to demand a full refundIt is also noteworthy that after our law firm sent Mr [redacted] a letter advising him of our law firm's intervention in this situation, he has now submitted his final payment to RGT.Contrary to Mr***'s allegations, RGT's countertop and its installation were within industry standards, and they were precisely the products that Mrand Mrs [redacted] selected If not, Mr [redacted] should have refused to sign the completion Agreement Furthermore, Mr [redacted] has not included any expert report or analysis indicating that RGT''s product or work failed to comply with industry standards and he has not provided any expert analysis estimating the cost to repair the alleged 'damages.' He has certainly not set forth sufficient allegations to justify a free countertop, which was the demand in his June letter.Consequently, RGT requests that the Revdex.com deny Mr***'s complaint and that it close this matterIf you have any, questions or would like to further discuss situation with me and/or my client, we would be happy to make ourselves available at your convenience.Sincerely, [redacted]
We received the complaint that was placed by Mr***We are writing to inform you that we have tried to resolve the issue with them numerous timesOur manager [redacted] made a personal trip to the residence to polish and buff the granite to make it smoother for themThe type of granite that they chose has natural occurrences in the stone that causes it to have pits and rough placesThere is no way to fix that stone it is unfortunately part of the stoneThe ***s came to Roanoke Granite after their template and had a template lay out and picked out their exact stone as well as the section of the stone that they wantedThey are now not happy with the granite and want it fixedWe have done everything we can to fix this problem for themUnfortunately, there is nothing else that can be done with the stoneAlso, the ***’s are complaining that our installers moved their refrigerator and scratched their floorsOur men did not move their refrigerator the day the granite was installedWe apologize for any inconvenience however there is nothing left to be done for their graniteThanksRoanoke Granite
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] came to our house one time after we made the complaint of rough and pitted granite that was installedHe was shown a couple of edges that were ruff and chipped and was shown the floor damage at that time He explained that the granite slabs were in their natural state and they do not do anything to the top of the graniteThey do, however, smooth and buff the edgesHe said it was our fault for picking out the slab of granite we choseHe went to his van and got a ounce bottle of "Italian Craftsman Cream Polish" and wiped down the kitchen counter tops with a paper towelWe had told Roanoke Granite that we wanted to see the layout when they had it ready before installationThey gave us an appointment to come see the layoutWe went to see the layoutThere was no layoutWe were taken to the outside lot where all the granite slabs are kept and the worker brought the template drawing and a white pencil and made a few marks on the dirty, dusty slabWe told them we came expecting to see the layout as the granite was to be cutThey told us we can do that but you have to come backWe had already been several times to select granite, reselect granite (we had been told they had slabs like we needed and got a call that they did not have enough of the granite we chose to do the job), and a trip to make paymentWe trusted them to do the jobWe should have know there would be a problem since they require 75% up front [redacted] said he would send someone to make repairsAs I stated before, [redacted] called on a Satevening when we were leaving the house stating that he had been told to come make repairs at our houseWe have not heard from him sinceWe have asked several times to have the owner of the Roanoke Granite call so we could speak with him but we have not heard from him [redacted] set up several appointments with us to have the floors and granite edges repaired and appointments were canceled by themI talked with the girls in the office several times concerning the repair to the floors and they told us they were going to repair the floorsI asked how they would do the repairs and we were assured they could do themIt is a pure lie when they say they did not move the refrigerator and damage the floorsWe have a witness that says differentOur plumber saw them move the refrigerator while he was here workingThey had to remove the old tops and back splash before they could install the newThe refrigerator touches the counter topsI have pictures If the owner cared enough about his business and customers, I think he would check out this complaint himselfI would not recommend Roanoke Granite to anyoneThey do not keep their word and are dishonest
Revdex.com: I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I received your message requesting photographs of the holes in the countertopsAs we were discussing the other day, please remember there is no "industry standard" to where these holes are drilledIt is up to the customer and 100% customer preferenceI clearly explained to the owner, when he came out for the template, that we wanted everything in the kitchen sink area to be centered with each otherI have that conversation recordedI would ask the Revdex.com to consider the fact my wife is the customer with Roanoke GraniteShe is the person who wrote her check for the deposit and actually paid for this jobMy wife never signed off on anythingI however, did sign stating the job was completed because I was told I had toMy wife was not home to inspect the installation so I was made to feel I had no choiceThat said, I also was not concerned about signing off on the installation because they have a very good year warrantySo at least they have on paperThat is why we decided to do business with Roanoke GraniteWhen we contacted Roanoke Granite the following morning with our concerns it all fell apart from thereWe started getting the run-around and no response at all from the ownerThererfore we were left with no choice but to file the Revdex.com complaint for helpPlease keep in mind, we have numerous issues with the installation job; the primary concern was the faucet hole placementRoanoke Granite finally responded to us and said the holes were placed where they always areIndustry standardThey did not acknowledge the fact we agreed everything would be centered, not offset like they didThey stated they do these offset sinks "all the time" and they always place the holes like they did oursI called their bluff and asked them to send me photos showing prior jobsThey sent me photosof the photos was our sink! Clearly, this is something they "do not do all the time"I replied to them via email in providing numerous photos showing people online who have offset sinks with holes being centeredOur second complaint is they left paint template lines throughout all of our countertopsWhen I went there in person to do the template, I was present when they drew the lines and accept thisThey told me these ***ed where they were going to cutClearly, they altered my template (what we agreed upon and have a verbal contract for) because they cut several inches away from these linesIn doing so, they left paint lines all through the granite which are very noticeableThey did NOT remove them before sealing the graniteTherefore, we cannot get these lines outClearly, this is not "an industry standard"If you contact any Roanoke area granite installer they will tell you this is simply unacceptableI can give you a listI have contacted them allDue to file size limitations, I will send you the photos in several emailsThis email will have photos attached showing the faucet is positioned right-of-center which you can clearly seeI have taken over photos of this poor installation and videosWe are more than happy to invite anyone to our home to see the damage for themselves in personWe tried getting Roanoke Granite to come out to actually see these problems their installation crew left but they refusedRather, they had their attorney get involved and begin to "bully" us with wild accusations of extortionWe were preparing to go to court over this but we decided it was too costly to hire an attorney to pursue $4,It is shameful a business can not be held accountable for such poor work and failing to stand by their warranty termsWe read forums online and found numerous photos of people with offset sinks with centered faucetsYou can google search images of thisThey are VERY common despite Roanoke Granite and their attorney stating otherwiseHere are just a few photos showing white paint markings they left on all our our countertopsAgain, these cannot be removed because they are sealed inWe wanted to allow them the chance to come back out to remove them but they refusedHere are a few photos showing the counterheight around the range being unlevelWe were assured this would be levelI have this on recording where the owner makes a joke about it they were not level an egg would slide right off the stove topThere are corners to the stove areaAll corners have different measurements and fluctuate 1/4"Clearly, they did not shim the countertops accuratelyThey shimmed all of our contertops but failed to get the right height around where our slirange was goingThis created significant problems in trying to get our range to fitWe had to use additional shims and the range is unlevel and not flush to the countertopThe "bridge" is the small peice that is behind the stoveThis was installed unevenThere is no overhang on the left side where the bridge meets the countertop but on the right side there is a 1/4" overhangThe owner agreed there would be a small overhang there because one is needed so our range flat-top can have a ledge to sit onFrom the photos you will clearly see a gap behind the stove on the left side because they did not make sure there was a small overhang "ledge" for the top to rest onThis defeats the purpose of having a slirange for clean-ability and we were assured they would do this correctlyHere are photos of our master bathroom vanity countertopThey cut out the holes for the faucet incorrectlyThe left handle (hot water handle) hole is cut much farther way from the center hole (faucet) than the right sideI would argue many of these things cannot be seen at the time of my signing offThey were not discovered until we began trying to install the range and faucetsIt is reasonable that someone would not find them until they are installing these thingsIt seems Roanoke Granite was unethical when they expect people to sign off on a job that is technically not completeI suggested they ask the customer to sing off on the job weeks after the installationThis is more feasible given it will allow the customer time to install the appliances and fit the faucetsLooking back, I should have required Roanoke Granite Installers to remain on site while I installed all of the appliances and faucetsI would have also not depended on them standing by their warranty they pushed so hard with usMy wife specifically told me if I had any issues she would look at them when she got home; which she did and found many more problemsWe depended on their warranty terms they would actually fix any problems she found when she got homeThank you for your help, [redacted] ***
Thank you for forwarding this e-mailI spoke with my client, and they do not intend to provide any further response and will simply rely on their earlier responseRoanoke Granite Tops completely disagrees with many of the statements in Mr***’s letter, which are simply false, but they do not want to spend any additional funds defending what they feel is a frivolous and baseless claimWe appreciate your allowing us to respond to the earlier letter – particularly given that the response was late, and we appreciate your attention to the claimWe understand that Revdex.com may proceed with posting the claim, and we would only ask that our letter be published as wellMany thanks, [redacted]
As you know, this law firm and I represent Roanoke Granite Tops, Inc("RGT"), and we are responding to [redacted] ***'s Revdex.com ('Revdex.com') Complaint against RGT We appreciate the opportunity to submit this responseWhen RGT delivered and installed Mr***'s countertop on June 3, 2015, he signed a completion agreement certifying that he was fully satisfied with the countertop and its installation(Exhibit 1.) The next day on June 4, 2015, Mr [redacted] submitted his Revdex.com Complaint against RGT In addition to his Revdex.com Complaint, he also sent a letter to RGT on June 17, (almost two weeks after the Revdex.com Complaint) threatening litigation and demanding that RGT return payment in full because the countertop was defectiveHis complaints included his primary concem that the faucet was off-set by inches(Exhibit 2.) In fact, the off-set of inches is the industry standard for faucet locations on this type of sink All of Mr***'s alleged "defects" existed at the time he signed the completion agreement, and at that time, he indicated that he was satisfied with the product and its installation.As you will see on page of the attached June letter, Mr [redacted] advised that he recorded telephone conversations, he recorded in-person conversations, and he took video footage of his interactions with RGT, RGT's employees were not aware that they were being recorded during what they believed to be a routine sales transactionIt appears clear that Mr***'s intention during his business interactions with RGT was to set up a situation whereby he could later pressure RGT to obtain a free granite countertopIt is highly unusual to record conversatons during a typical sales situationIt also appeats that Mr [redacted] is using the Revdex.com Complaint as a mechanism to submit additional pressure on RGT to achieve his goalsThe items listed in the Summary of Damages section of his June letter and in his Revdex.com complaint appear to be after-the-fact criticisms with the apparent purpose of refusing to make his final payment and/or to demand a full refundIt is also noteworthy that after our law firm sent Mr [redacted] a letter advising him of our law firm's intervention in this situation, he has now submitted his final payment to RGT.Contrary to Mr***'s allegations, RGT's countertop and its installation were within industry standards, and they were precisely the products that Mrand Mrs [redacted] selected If not, Mr [redacted] should have refused to sign the completion Agreement Furthermore, Mr [redacted] has not included any expert report or analysis indicating that RGT''s product or work failed to comply with industry standards and he has not provided any expert analysis estimating the cost to repair the alleged 'damages.' He has certainly not set forth sufficient allegations to justify a free countertop, which was the demand in his June letter.Consequently, RGT requests that the Revdex.com deny Mr***'s complaint and that it close this matterIf you have any, questions or would like to further discuss situation with me and/or my client, we would be happy to make ourselves available at your convenience.Sincerely, [redacted]