Distinctive Marble and Granite stands behind our work and our team We are sorry that Mrs [redacted] feels this way but at the end of the day Distinctive Marble & Granite fulfilled the contract and installed beautiful countertops in her home We installed the tops on a holiday weekend to accommodate her schedule as well as paid to have the plumbing completed With regard to the overcharge of $for the kitchen sink, her credit card was refunded on March 18, Her cutting board was delivered to her house on March 31, along with a gift card as a thank you for posting a Google review Mrs [redacted] has every right to her opinion but the rebuttal Distinctive Marble & Granite submitted to the Revdex.com is completely factual The personal attacks Mrs [redacted] has made about our General Manager are untrue and we stand by every member of our team We pride ourselves in providing an amazing product and great customer service This is proven by our positive Google reviews to the one negative that Mrs [redacted] provided Distinctive Marble & Granite considers this matter closed We wish Mrs [redacted] all the best in the future
One of the many roles our Sales staff performs is to be an educatorWe educate our customers about the stone they want to purchaseWe describe the stone’s different characteristics and have the customer physically touch the stone before fabrication of their countertops even begins In this case the material is Super White, which is known for looking like marble but wears like graniteThis is a misconception that we debunk immediately to our customers seeking this materialIts geology is a mix between granite and marble but the stone behaves more like a marbleThe good characteristics of a marble are its soft and flowing veins with the combination of grey and white color that is perfect for high end looking kitchensThe bad characteristics are that the stone will etch over time if introduced to acidic substances (i.ecleaners, juices, etc) and can scratch easily when struck by a sharp abrasive itemAnother flaw is in the nature of the stone itselfThe stone is created by the fussing of metamorphic rocks through time, tons of pressure, and heatThis doesn’t mean that all areas of the stone slab are tightly compacted together The weak area of the slab can be found in some of the veining where less adhesive minerals had gathered and when cut from the big block out of the quarry those areas can become worseThere are also fissures that can be found on a slabThey can be hard to see or as clear as day and disrupt the smooth surface of the slabA fissure is a type of “crack” where the surface has a tiny split opening but it is not split completely through the slabIt can appear in the veining and where some of the bigger rocks where compressed together but somewhere along the line of the slab being mined, refined, fabricated, or installed the stone flexed and created a fissureThey can cause parts of the slab to fall apart once we cut out a countertopTo counter the veining and fissures, as a fabricator, we have techniques to help keep the stone together We can put steel rods along the bottom of the slab to keep it from separating and or fill the area with a penetrating glue to give it more support We then can polish the area and try to make it as smooth as possibleThat way DMG and the customer are not continually buying slabs over and over again until that perfect solid slab is foundI wanted to describe the stones characteristics so the explanation of how this job progressed will make sense to anyone who reads this We at DMG strive to make the best countertops that we can but sometimes Mother Nature prevents us from achieving that goal The job began with the customer laying out the slabs and signing waivers that describe the bad marble characteristics (files attached) .The first time we installed the countertops we did have a human error and our shop fabricated a sink in the wrong island out of the islands that are in the kitchenWe corrected the island sink error and installed the countertopsThe customer refused the countertops because there were “cracks” on topsOne of the cracks had been repaired using techniques mentioned above and another crack was discovered after install and we are not certain if someone had stood on the top causing it to crackAfter much debate between the customer and DMG we, DMG, assumed full cost and remade the kitchen tops againIt also took awhile to acquire the slabs that were big enough to fabricate the kitchen topsWhen it was decided to replace the kitchen we educated the customer again and reminded them of the marble waiver they had signed beforeWe walked the remake through the shop with a “white glove” approach and had many supervisors get involved during the layout, cutting, fabrication, and install of the countertopsOne of the islands had a fissure on it so we took preventive measures and put steel rods on the bottom followed by glue and polished the face to smooth it all outThe customer again refused the island top In conclusion, here at DMG, we stand behind our process, our products, and our installsI have attached the signoff waivers the customer signed that describes the marble characteristicsWe are confident in fact that we educated the customer completely on what kind of material they had selectedWe have offered to donate some of our labor to fabricate another island so this matter can be resolved I believe I have explained our position thoroughly on the matter and ask that this complaint be removed.Thanks for you consideration,
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me
Distinctive Marble and Granite stands behind our work and our team We are sorry that Mrs [redacted] feels this way but at the end of the day Distinctive Marble & Granite fulfilled the contract and installed beautiful countertops in her home We installed the tops on a holiday weekend to accommodate her schedule as well as paid to have the plumbing completed With regard to the overcharge of $for the kitchen sink, her credit card was refunded on March 18, Her cutting board was delivered to her house on March 31, along with a gift card as a thank you for posting a Google review Mrs [redacted] has every right to her opinion but the rebuttal Distinctive Marble & Granite submitted to the Revdex.com is completely factual The personal attacks Mrs [redacted] has made about our General Manager are untrue and we stand by every member of our team We pride ourselves in providing an amazing product and great customer service This is proven by our positive Google reviews to the one negative that Mrs [redacted] provided Distinctive Marble & Granite considers this matter closed We wish Mrs [redacted] all the best in the future
One of the many roles our Sales staff performs is to be an educatorWe educate our customers about the stone they want to purchaseWe describe the stone’s different characteristics and have the customer physically touch the stone before fabrication of their countertops even begins In this case the material is Super White, which is known for looking like marble but wears like graniteThis is a misconception that we debunk immediately to our customers seeking this materialIts geology is a mix between granite and marble but the stone behaves more like a marbleThe good characteristics of a marble are its soft and flowing veins with the combination of grey and white color that is perfect for high end looking kitchensThe bad characteristics are that the stone will etch over time if introduced to acidic substances (i.ecleaners, juices, etc) and can scratch easily when struck by a sharp abrasive itemAnother flaw is in the nature of the stone itselfThe stone is created by the fussing of metamorphic rocks through time, tons of pressure, and heatThis doesn’t mean that all areas of the stone slab are tightly compacted together The weak area of the slab can be found in some of the veining where less adhesive minerals had gathered and when cut from the big block out of the quarry those areas can become worseThere are also fissures that can be found on a slabThey can be hard to see or as clear as day and disrupt the smooth surface of the slabA fissure is a type of “crack” where the surface has a tiny split opening but it is not split completely through the slabIt can appear in the veining and where some of the bigger rocks where compressed together but somewhere along the line of the slab being mined, refined, fabricated, or installed the stone flexed and created a fissureThey can cause parts of the slab to fall apart once we cut out a countertopTo counter the veining and fissures, as a fabricator, we have techniques to help keep the stone together We can put steel rods along the bottom of the slab to keep it from separating and or fill the area with a penetrating glue to give it more support We then can polish the area and try to make it as smooth as possibleThat way DMG and the customer are not continually buying slabs over and over again until that perfect solid slab is foundI wanted to describe the stones characteristics so the explanation of how this job progressed will make sense to anyone who reads this We at DMG strive to make the best countertops that we can but sometimes Mother Nature prevents us from achieving that goal The job began with the customer laying out the slabs and signing waivers that describe the bad marble characteristics (files attached) .The first time we installed the countertops we did have a human error and our shop fabricated a sink in the wrong island out of the islands that are in the kitchenWe corrected the island sink error and installed the countertopsThe customer refused the countertops because there were “cracks” on topsOne of the cracks had been repaired using techniques mentioned above and another crack was discovered after install and we are not certain if someone had stood on the top causing it to crackAfter much debate between the customer and DMG we, DMG, assumed full cost and remade the kitchen tops againIt also took awhile to acquire the slabs that were big enough to fabricate the kitchen topsWhen it was decided to replace the kitchen we educated the customer again and reminded them of the marble waiver they had signed beforeWe walked the remake through the shop with a “white glove” approach and had many supervisors get involved during the layout, cutting, fabrication, and install of the countertopsOne of the islands had a fissure on it so we took preventive measures and put steel rods on the bottom followed by glue and polished the face to smooth it all outThe customer again refused the island top In conclusion, here at DMG, we stand behind our process, our products, and our installsI have attached the signoff waivers the customer signed that describes the marble characteristicsWe are confident in fact that we educated the customer completely on what kind of material they had selectedWe have offered to donate some of our labor to fabricate another island so this matter can be resolved I believe I have explained our position thoroughly on the matter and ask that this complaint be removed.Thanks for you consideration,