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East Coast Granite & Tile, Inc

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Reviews East Coast Granite & Tile, Inc

East Coast Granite & Tile, Inc Reviews (34)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
The terms of Mr.D***' solution are not the same as those we first received from Chris P*** (attached below.) We will be looking out for the check Chris mentioned in the mail in the next few days. ***,After reviewing your claim, East Coast Granite & Tile, Inc is prepared to do the following:1) We will reimburse you $2,This is the amount of the estimate from ***, LLC., that was emailed to us, to repair/replace the damaged area of your kitchen floor.2) We will refund you the $that was charged to you for our plumber to reconnect your kitchen plumbing.3) We will also reimburse you an additional $This is the amount of the estimate from your plumber to your kitchen plumbing.The total amount of our check to you will be $2,585.40.Chris P***Sales ManagerEast Coast Granite & Tile, Inc.Cell: (864) ***
Regards,
Tara Dilella

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
The tech came out today to view the large gash in the backsplashWhen I spoke with him his solution was to fill in the area with a different epoxy or resin to make the situation "right"I asked him if it was standard for them to install a new piece with such a large gash (more than 1.5")He said it was a standard way to fill in pitsI asked again if it was standard to install it with such a large gash and he said noI understand why EastCoast would want to do a quick minute repair and move on but this does not make it right with us the customerI looked at our contract and it does not mention the product being installed with gashesThe product they installed for us comprises the looks and qualityWe paid for granite - not resinThere are smaller pits with resin and we are not complaining about those - it is the very large gash in picture that is the issueAgain, we have concern that if they remove it completely it will cost us more (for the plumber to take out and re-install our brand new *** faucets and for painters for the mirror/wall which they damaged during initial installation.) We believe the only (and most cost effective for all parties) solution at this point is a discount for the inferior product supplied so that the matter can be dropped and all parties can move on
Regards,
*** ***

To Whom It May Concern:East Coast Granite and Tile, Inctakes all complaints concerning our company seriously After receiving all pertinent information concerning this situation, the company immediately sent our Field Technician to complete the work as agreed At this time we
believe that this customer is satisfied with the end result We regret the inconvenience that the customer experienced and appreciate the opportunity to improve our services.Sincerely,East Coast Granite and Tile, Inc

To Whom It May Concern: We have received the complaint and are in the process of repairing or replacing the backsplash in question Mr*** is meeting with our field repair technician on Monday, September between and Am to assess the issue If the backsplash is damaged
and a repair cannot be performed to the customer's satisfaction, we will replace it.Regarding the main body of the vanity, Mr*** made the purchase from a sample of the material We clearly stipulate in our Contract Agreement that Granite is a Natural Stone and there will be variations in Color and Pattern We did offer this customer the option to come to our main location and view the actual slabs that would be used and he declined to do so.Unfortunately there are natural features that appear in all granite slabs that don't necessarily appear in sample material and that is the reason we include that information on our contract.We would be willing to assist Mr*** in the Re-purchase of a different piece if would like at a reduced cost Beyond that, we feel that we have no additional liability regarding this purchase

To Whom It May Concern:East Coast Granite and Tile, Inctakes all complaints concerning our company seriously After receiving all pertinent information concerning this situation, the company immediately sent our Field Technician to complete the work as agreed At this time we believe that this customer is satisfied with the end result We regret the inconvenience that the customer experienced and appreciate the opportunity to improve our services.Sincerely,East Coast Granite and Tile, Inc

Customer called the office to say that they were not happy with the white silicon that was used to fill in the gap between their backsplash and the wall, so we scheduled for our repair technician, Tim, to go out to the house to look at the situation. On 11/22: Tim went out to the
***'s home to remove the white silicon used by the installation crewHe informed the customer that there was a possibility of some minor damage to the drywall during the tearout process, but that he would take care of this on his own time a day after purchasing the necessary materialsHe also explained that he would take the backsplash with him to thoroughly clean off all of the silicon and would bring it back to re-install it after repairing the drywall. On 11/@ am: Tim went back out to the ***'s home to apply drywall mud to the damaged area of the drywall (approxa 6" x 3" area)He explained to the customer that the mud would have to sit for hours to set properly (as was explained on the directions on the back of the bag) otherwise there would be the possibility of bubbling after paint was applied later on. On 11/@ 10:the Customer called Tim back and asked him to please bring the backsplashes back to their home because their electrician was going to finish the repair because they couldn't wait for him to return the following day (as had been discussed in order for the mud to dry thouroughly)Tim informed the ***'s that he as unable to bring them back immediately because he was at another jobsite but that he would return them as soon as he completed his appointment. On 11/@ 1:Tim arrived at the ***'s to drop off the backsplashesThey had not yet been cleaned of the white silicon because he hadn't intended on doing that until he returned back to the shop later that afternoon in order to have them ready for the next day when they had agreed he would return to finish the jobTim also noted that the area of drywall that he had patched earlier in the day had been removed and a significantly larger area (unnecessary so in his expert opinion) had been patched with the same product he had used earlierHe was also asked if he could please leave a tube of clear silicon so that their electrician could use it to re-install the backsplashHe again explained to the customer that there should be a cure time for the mud otherwise they would potentially have an issue later on down the road with bubbling (which, I was informed by the salesman at some time after, they did have)

To Whom it May Concern:We have addressed the customer's issues. We replaced their Kitchen Quartz and Sink and they have signed off as SATISFIED. I will email a copy of the signed approval document. Thanks, Ed D***

We have just had Quartz countertops installed in our kitchen by East Coast Granite from Berkshire Drive in Columbia, SC.We would like to thank MrStephen G***, who guided us in our selection, Ivan, who measured the countertops and made the template and John and his crew who did the installationAlso, the gentlemen in the shop who helped us choose the exact piece of Quartz we wanted
The countertops look great and the process went very wellPhone calls were returned immediately and the installation crew arrived at the time promised
This was an example of great customer service!

My problem has been resolved.  Thanks!

To Whom It May Concern:In response to the complaint from [redacted], we have discussed the situation with our Tile Manager and she has provided the following: On 9/6/17 [redacted] emailed me at 5:15 and told me that the tile installer had knocked off one piece of the molding under her cabinet...

and she wanted to know what could be done about it.  I emailed her right back and told her we had to remove her old tile and that we were not responsible for any damages that occur during the demolition of the the old tile and that it does state that in our Tile contract.  The day that I went to Mrs. [redacted]'s house to sign contract our templater was there and she didn't want any backsplashes in her bath.  I told her at that time that we were not responsible for the areas that might occur during during the granite and tile demolition so she decided to add the 4" backsplash in the bath because she didn't want to paint but in the kitchen with not doing a 4" granite backsplash since she was going to use tile.  The tile installer was not in a hurry to be at another appointment as she states.  He didn't leave her house until 5pm.  I called him as soon as she sent me the email stating that he told her he was in a hurry and I asked him about it.  He said he handed her the work Sign Off sheet and then went to clean up all the old sheet rock he had to remove and wipe down the counter tops.  She had about an hour to look over the Sign Off sheet and make any remarks on it if she wanted to but she did not.  I did tell her that I would ask my cabinet contact if he could repair the trim piece.  When I talked with him about it he recommended that it be glued back in place and I relayed that information to Mrs. [redacted].  That was my last communication with her.   Since we clearly indicated to the customer that during the tearoud/demolition of existing tile material there could be damage as a result, we do not believe we have done anything inappropriate in this case.  We refer back to our Company's contract that is signed and agreed upon by the client prior to any work commencing. Sincerely, Edward D[redacted]

Revdex.com: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. 
I am going to seek a professional opinion regarding the situation and the estimate of what should be done and the cost of the repair. I will send then this information to Revdex.com to be passed on to the business.  Regards,[redacted]

To Whom It May Concern:We take complaints about our company seriously. Once this complaint was launched, we immediately responded to [redacted] and arranged a meeting.  Our installation Manager met with him at his home and reviewed his issues.  While there was a difference of opinion as...

the validity of the complaint, we offered to come back to his home with a crew and remove his counter tops and look at the situation.  We did advise him that if we did remove the counter tops and have a plumber come and disconnect the water lines, if it was determined not something our people did, but rather his own cabinets being out of level, there would be a charge for the work.  He agreed to let us come out because he was certain that what he was alleging was accurate. The appointment was then scheduled for us to come out and take care of this issue.  The following day, July 20, 2015,  [redacted] sent the following text to the installation Manager:"Hi [redacted], after further consideration we have decided to leave our counter tops As-Is. Please cancel our appointment for tomorrow. [redacted]."As of this moment, East Coast Granite believes that we have exercised our due diligence in attempting to solve any issues, and or, compromise with [redacted]  We have acted with professionalism and solid  business practices to alleviate the situation.  Sincerely,[redacted]East Coast Granite and Tile, Inc

To whom it may concern:East Coast Granite has a NO Refund policy that is strictly enforced.  Unfortunately, we cannot violate that policy for any one individual as that would nullify the policy itself.  It would be an unfair and potentially discriminatory business practice to provide a refund to one customer and not open it up to all.  East Coast Granite  will gladly provided a credit to the customer, as is clearly stated in our Contract Agreement,  for the amount paid that can be utilized for any goods or services that East Coast Granite provides.Sincerely, East Coast Granite and Tile

To Whom It May Concern: On March 31, 2015 East Coast Granite and Tile, Inc. installed [redacted]'s tile backsplash.  Our Tile installer was sent with 4 boxes of 4x4 Travertine tile to the jobsite.  Each box contains 10.55 s.f. of material, making the total 42.2 s.f.   The...

installer was also sent with 1  bag of grout, 1 bag of Thinset and one tube of Caulk.  He was also sent with 5 sheets of Glass of which [redacted] was only charged for 4.  Our installer left the jobsite with 9 pieces of tile, 1 s.f. , and a sign off sheet stating that we used the correct materials and met the customer's expectations.  It was not until Friday April, 17 that [redacted] emailed East Coast Granite and Tile requesting a refund for over-charged s.f.   [redacted] claimed to have measured 33.4 s.f..  At that time, the amount of refund he requested was $[redacted] and now he is requesting $[redacted]?  He also questioned why he was charged sales tax when [redacted] and [redacted] do not.  He received a copy of his invoice that clearly states that he was only charged sales tax on Material, not on labor.  His Bill was $[redacted] of which only $[redacted] was sales tax on material.  I emailed him over and over again concerning his claim of being charged for more materials than he thought were used.  I measured the backsplash on March 27, 2015 myself.  Than on March 31, 2015 it was again measured and installed by our installer.  Those measurements came to be 39 s.f. ,  2.2 s.f. of which was for tile cuts (waste factor).  We issued [redacted] a refund of $[redacted] on April 24, 2015 for the s.f. that we did not install and that he had paid for.  [redacted] received the correct tile material, glass and we installed all but 1 s.f.   We have refunded him the amount owed back to him that was overcharged and not used.We have completed all work that was agreed upon between East Coast Granite and Tile and [redacted].  We have responded to him concerning his complaint and claim of overcharges.  The refund that we have sent him is the accurate amount.Sincerely,  [redacted]Tile ManagerEast Coast Granite and Tile, Inc.

Hi[redacted]Just to let you know, [redacted] spoke with out owner yesterday and has settled with us for $[redacted]Thanks,[redacted]

[redacted]4:02 PM (16 hours ago)tomeHello [redacted] I just wanted to send an update to the Revdex.com. East Coast Granite called me today supplied a refund check for me to pick up. Thank you for your help! [redacted]

To Whom It May Concern, We acknowledge that there was an error made and according to my Installation Manager, he personally wrote Mrs. [redacted] a check for $250.00 and mailed it to her.  Please advise if she has not yet received it and we will immediately send it out. Regard,Ed...

D[redacted]

Revdex.com:
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.  I did not receive any text about the resolution?  I could not find any data from the company.
Regards,
[redacted]

To Whom It May Concern: East Coast Granite and Tile Inc. is concerned about our customers complaints and we always strive to maintain the highest level of customer service possible.  That being said, unfortunately there are times when we fail at that effort.  This appears to have been...

one of those times and we are sincerely apologetic and embarrassed that this situation was allowed to get away from our focus.  As soon as the issue reached my desk, I immediately attended to it with the people who were responsible for the resolution and we have since replaced the piece in question as well as applied a 25 year warrantied sealer to the entire kitchen at no charge.While this doesn't make up for the time and frustration experienced by our customer, we do hope that it has provided her with some sense of satisfaction and relief. We sincerely appreciate the business as well as this "wake up call" because this will help our company to improve our Customer Service. Sincerely, [redacted] East Coast Granite and Tile, Inc.

To Whom It May Concern: We have ordered our Accounting Department to issue a check to Mrs. [redacted].  That check should be going out in the mail this Friday.   We apologize for the delay. Thanks, Ed D[redacted]

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Address: 2536 Boiling Springs Rd, Boiling Spgs, South Carolina, United States, 29316-5305

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