Duracite

Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ Duracite acknowledged the challenges on this project We made the mistake of measuring for the bench seat before it was installed to try and keep the timeline for the customerWe had to remake the pieces in a different manner after the bench was installed to allow for it fit properlyUnfortunately one of the pieces was chipped in the processWhich we took responsibility for and corrected The job was completely installed and signed off by the customer on October as scheduled Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Due to the company fabricating incorrectly they had to return two more times to complete workAlso each time they scheduled times for work they were not on time and even did not come one time so I lost a significant amount of time due to their unprofessional level of serviceFeel there should be compensation for the time that was wasted Final Business Response / [redacted] (4000, 9, 2015/10/26) */ The customer has responsibility in not having the bench installed at the time of measureWhich put us in the situation of remakingWe took responsibility for our mishaps and remade the top at our expense, even thought we aren't fully responsible for the bench not being installedHad we walked away from the measure due to the bench not being installed, the customer would have had to pay a trip charge for us to come back and measureOur mistake was proceeding based on the customer information given We apologize for being lateWe have appointments than run longer than anticipated at times and cause delays in arrival

Initial Business Response /* (1000, 5, 2015/07/13) */
Duracite has fulfilled the customers request of removing the countertops, refunding their deposit and reimbursement for the sink
Duracite took full responsibility for the accidental damage to the sink and cabinetsWe expressed this to the
customer several times and worked to resolve it quickly
Duracite is a MIA certified granite and stone fabricatorWe install all jobs in accordance with MIA standardsThe job was installed per MIA standards at this customers house as verified by our service technician after installationOur service technician, who has over years in the stone business, addressed the concerns of the customer after installation to these standards
After the customer wasn't satisfied with the work done by our service technician, the job was escalated to management and Duracite offered to remake the kitchen countertops from new stone slabs to satisfy the customerIn addition to the already agreed replacement of the sink and cabinet damage
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They state the service technician had over years experience, I think not, he was barely years old at the mostThey did try to resolve the issue by sendiing someone else out only to bring the granite bar top that was measured incorrectlyThen sent someone from management to smooth over the first two mistakes who only made things worseI had given them enough chances to rectify the issues but they still could not do what was promised so when I told them I wanted my deposit back and to be reimbursed for my copper sink they weren't so quick to respondThey avoided my calls and emails until I contacted the Revdex.com, that's when I got the quick responseThey have removed the granite counter tops that they installed but I still have yet to receive my deposit or to be reimbursed for my sinlkI have called with still no response on how or when I can expect my refund
Final Consumer Response /* (3000, 12, 2015/07/21) */
Regarding my refund, how much time is allowable for Duracite to issue my refundI have made several calls and an email to the salesman, still no response
Final Business Response /* (4000, 14, 2015/07/23) */
The customer has been refunded their deposit and for the cost of the sinkThe countertops have been removed from their homeDuracite fulfilled their request

Initial Business Response /* (1000, 5, 2015/10/26) */
The countertop is scheduled for install on 10/30. The additional fees are due to a change in material (Arabian Nights to Delicatus Gold) at a higher cost and addition of undermount sink cut-outs. Changes from the original purchase at Home Depot...

and
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we went to go and select our slab at the Duracite Tile in Clovis, we were told that they did not have what we wanted in stock to meet the requirements. We were informed that it would take over three months or more to get the correct one. Because of that the sales rep said they would give us a upgrade at no additional cost. We were also told at time of purchase that the undermount sink cut-outs was part of what we were paying for. And yes, after almost two months and the loss of rental fees, we finally have an install date. Now I am afraid because of our complaining we will end up with a sloppy install.
Final Business Response /* (4000, 9, 2015/10/30) */
The customer went to Dal Tile to select material. Dal Tile is the official granite supplier for the Home Depot in the Clovis area. Duracite performs work in compliance with MIA standards.
Job is being installed today (10/30).
Final Consumer Response /* (4200, 11, 2015/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the granite was installed on 10/30/15, however that does not undue the stress and loss of rental fees which occurred during the two months we were working with this company. In addition, On 10/29/2015, we received 3 calls within an hour from the company telling us that we did not have an appointment with them on 10/30/2015, and that we had cancelled the order several times (which we had not). It was not until I had told them that I had filed a complaint on this website and that they had said they would be here on 10/30, that they suddenly "found" the order.

Initial Business Response /* (1000, 5, 2015/10/08) */
Duracite acknowledged the challenges on this project.
We made the mistake of measuring for the bench seat before it was installed to try and keep the timeline for the customer. We had to remake the pieces in a different manner after the...

bench was installed to allow for it fit properly. Unfortunately one of the pieces was chipped in the process. Which we took responsibility for and corrected.
The job was completely installed and signed off by the customer on October 2 as scheduled.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the company fabricating incorrectly they had to return two more times to complete work. Also each time they scheduled times for work they were not on time and even did not come one time so I lost a significant amount of time due to their unprofessional level of service. Feel there should be compensation for the time that was wasted.
Final Business Response /* (4000, 9, 2015/10/26) */
The customer has responsibility in not having the bench installed at the time of measure. Which put us in the situation of remaking. We took responsibility for our mishaps and remade the top at our expense, even thought we aren't fully responsible for the bench not being installed. Had we walked away from the measure due to the bench not being installed, the customer would have had to pay a trip charge for us to come back and measure. Our mistake was proceeding based on the customer information given.
We apologize for being late. We have appointments than run longer than anticipated at times and cause delays in arrival.

We have corrected the error for the customer and job has now been completed to customers satisfaction.