DeBroeck Company, Inc.

Great costumer service, willing to go the extra mile to finish and install my couter tops in the least time possible.

We would highly recommend Mark [redacted] of DeBroeck Solid Surfaces if you are contemplating a kitchen upgrade. His planning, creativeness and skills resulted in a showplace kitchen, totally modernized from its original 1993 appearance and he did so at a reasonable price. He has a perfectionist approach to his work and even came back a month later to reposition a cut for the kitchen range which arrived after he had completed the job-- just to make it right.

Review: remodeling our bathroom, we had granite installed by the owner [redacted] the cutout for undermount sink was cut crooked, on left side ,has couple scratches on left side all so, front part of granite is crooked, we were upset with [redacted] he refused to come out with out us sending pictures on the computer, don't know how to do that, all my wife and I want him to come fix problem, our contractor said he would not put up with this, contractor has no connection with [redacted]. thanks [redacted]Desired Settlement: get our money back, or fix the problem.

Business

Response:

Per our phone conversation regarding case ID

[redacted].

My only response can be to explain the events as they happened. Attached are the documents signed for this job.

[redacted] came

into our store in Walla Walla and selected a remnant piece of granite for a

small bathroom at his home on March 1st of 2013. On March 7th

they decided they liked the Desert Brown Granite and told us as soon as the

contractor was ready they would set up a template. On March 25th

they called to let us know their contractor was 3 months out. On April 22nd

they called and said they were 2 months out. On July 11th we went

out to template his counter. During the time we spent with [redacted] and his wife

there were multiple times when they talked in a dissatisfied way towards their

existing contractors tile people suppliers etc. This should have been a signal

to us however we're always eager to work with customers and provide good

customer service so we continued on.

After the template on-site we had multiple

additional interactions with [redacted] regarding the current job that was occurring

at his home. Every time we talked there were complaints from [redacted] regarding the

work that was done or being done by other contractors. Prior to us cutting the

granite on July 17th we were notified by [redacted] that he had fired his

contractor and was getting a new cabinet as well as having his tile redone. So

our template would need to be redone once the new contractor was ready.

This pushed the 2nd

template out to October 22nd. [redacted] went as far as calling the office

at midnight the night before the second template, and was upset when I called

him in the morning that no one had gotten back to him. I explained that we

don’t open until 9 AM and that I was on my way to template his bath again.

We templated again and then went through a few

sink changes before they finally selected their sink. We fabricated their

bathroom countertop using the cut out specification for the manufacture of the

sink. We arrange to drop off the completed countertop with the sink already

installed at the shop. I was the one that took the countertop to the home on Friday,

October 25th, there was a tile man also there waiting for me to drop that off

so he could do backsplash. [redacted]'s wife was there and examined the countertop

and I presented her with our customer satisfaction form that we have all of our

customers fill out or sign to ensure that we have completed the work to

expectations that were set. I referenced our form multiple times, and that we

wanted to ensure quality customer service. I encouraged Mrs. [redacted] to look

over the project and if she saw anything let me know.

After an extremely thorough examination [redacted]'s

wife suggested there was a location at the sink on the right that needed a

small amount of silicone caulking. She said [redacted] was really picky and she

figured that he may want that additional caulking put in so we may as well do

it now. She questioned me on several areas of the surface of the Granite

regarding particulates that actually are part of the granite. I addressed and

answered every one of her questions as well as continued to inquire her

satisfaction prior to having her sign our letter of acceptance.

During this whole time Mrs. [redacted] was

continually complaining about other things that had happen on their project.

Mrs. [redacted] started telling the tile man that the color was not what they

originally wanted based on a sample from [redacted], she went to retrieve the

[redacted] sample and set it on the granite counter, she said “See!” The tile guy said that he

can't see a difference and the match was excellent considering the stone came

from a completely different source. She continued to try and convince the tile

guy that it was different although he wasn’t convinced. Never the less we were

the only fabrication shop that had a remnant and would sell them the remnant at

a discount which was why they had chosen to go with us.

Once I addressed the

caulking concern she was then satisfied and filled out, signed the paperwork

for us, she told me they would send the final payment to us. The tile installer

was standing there the entire time and witnessed her thorough examination as

well as her signing our satisfaction letter of her own accord. Normally our

policy is to receive payment at time of completion but chose not to push the

subject trusting that the check would be in the mail the next day. The tile guy

went right to work.

Come

Monday, October 28th my staff and I had a meeting that didn’t allow

us to answer the phones until 9:30 instead of the usual opening time of 9:00.

When [redacted] checked the messages at 9:30 there more than 10 phone calls from

Mrs. [redacted] and several voicemails starting at 7:30 that morning. In the

voicemails she stressed that it was an emergency and that “Someone had best

call her back or else.”

When

[redacted] picked up the phone to return her call it began ringing with another call

from Mrs. [redacted] which she answered. Mrs. [redacted] was very aggressive and

rude with many exclamations of us “Knowingly cutting out her sink wrong,” and

“Intentionally not answering her phone calls.” After trying to calm her down for

several minutes and getting hung up on by Mrs. [redacted] relayed the

phone to me to answer when Mrs. [redacted] called back.

I

answered the phone and tried to communicate with her that we’d been in a

meeting and couldn’t get to the phones and to ask her what was wrong with the

sink but she was in such a state that the only thing she would say is “You

ruined my whole weekend, I’ve been here worried over how angry [redacted] is going to

be when he gets home,” and “My husband will be calling you and he’ll be angry

you just wait.” Which then progressed to her calling me repeatedly an

“[redacted].” After the phone call ended

[redacted] and I discussed what could possibly be wrong with the sink as it had

looked perfect when I had left it there.

[redacted]

called shortly after that and began his rampage over how rude we’d been to his

wife and how I needed to drive the hour and half to go look at the sink. I

tried talking with him but he wouldn’t let me get a word in and then continued

on his rant and called [redacted] a “[redacted].” I put my foot down and informed him

under no circumstances was he to be so disrespectful to my staff. We went

several rounds and I informed him that if he could email me a picture of the

sink and it looked like something we could easily resolve I’d be more than

happy to drive out and resolve this with him.

He

immediately began on another rant about every contractor that had ever done him

wrong. Every time I tried to bring a solution to the table he would either

bring up another situation or avoid it. He hung up on me several times then

would call me back and start over. He even went as far as threatening to have

me replace the cabinet and all the tile work as well as a new granite top. He

suggested that we forced him into the sale, even though this project had been

going on since March of that year and we had held this piece for him for over 5

months because they had changed contractors.

Over

the next several days [redacted] continued to call repetitively. I asked him not to

call the office as I didn’t want [redacted] to be spend more time than necessary

away from other customers, especially when he’d already insulted her. Every

time we talked I told him I only needed for him to send me a picture of what

was wrong and be willing to agree that once we fixed it he would be satisfied,

and I’d come right out. These are the same expectations we have of any customer

and I knew if I did go out he still wouldn’t be satisfied and would find

another problem, and another. After 2 weeks of constant phone calls and no

picture of the “problem” the calls finally stopped. We never received their

final payment. Several weeks later he called and left a message threatening to

take us to the [redacted] if we didn’t come out that week to fix it. Once again I told him if he could send me a

picture of the problem and agree that once that was fixed he’d be satisfied I

would happily come out and fix it. Unfortunately he didn’t agree and the next

thing we knew we were being contacted by the Revdex.com of WA about his complaint.

I

would like to state that when I dropped the top off to the [redacted]s the top

didn’t have any surface scratches that are out of the ordinary in a natural

stone surface. The sink was hand cut and hand polished to the best of our

ability. Because we don’t use machinery to finish our counters we can only get

them as close as humanly possible. All of this was stated in the paperwork that

was signed before the counter was fabricated. We also have all of our customers

sign a satisfaction sheet when the job is finish so they have the opportunity

to tell us if anything is wrong. By signing our form Mrs. [redacted]

acknowledged that the job was done to the set expectations and that any further

work done on this counter would require additional payment. We are not denying

customer service, if their history with us was at all encouraging that he could

be satisfied we would act further. However at this point his credibility to be

pleased is not trustworthy and we feel that acting further would only lead to

him finding more issues to pursue. At this point they have withheld their final

payment, insulted both my showroom manager and I, as well as threatened to

pursue my business to replace their entire bathroom.

[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

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.

[redacted], talked to [redacted] at [redacted] granite today wants my contractor to call him to verify the poor workmanship on the granite countertop, doesn't want to take my word on this,,I will not involve my contractor he has no responsibility at all this is between [redacted] and us. He wants me to send him remaining balance,before he comes out to fix the problems, I would like to settle for half of our money back which is 400.00. Have no faith or trust in [redacted],I would rather use somebody else more qualified to repair his poor workmanship, when talking to [redacted] around October 29 2013, he was willing to fix left side of the sink along with scratches on top left side, as long as we were willing to forget about the back side of sink, Our contractor said he would not except this

thanks [redacted], [redacted] any questions call ###-###-####

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

In regards to consumer complaint #[redacted]