East Coast Granite & Tile, Inc

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. 
Regards,
[redacted]
[redacted] followed up to ensure that I was even satisfied with the quality of work, or customer satisfaction. Would no recommend this company to anyone.

To Whom It May Concern: East Coast Granite and Tile has made an offer to replace or repair the Backsplash that is damaged.  We are open to either choice and will take responsibility for any damages that may occur as a result of the repair or replacement as the customer was concerned about his mirror and faucet.We await his decision Sincerely,  [redacted]

To Whom it May Concern:We are currently in the process of working with our Installation Department Manager to come to an appropriate resolution for the customer.  At this point, we do agree to replace the damaged flooring per the customer's contractor estimate. We will require that the...

contractor Bill East Coast Granite directly and we will send him the payment. We will reimburse the Customer for the Plumbing costs that they have paid and the cost for their plumber to perform the work. We are still in conversation with the Customer to resolve any further issues. Sincerely,  Edward D[redacted]

To Whom it may concern:The issue that the customer has raised regarding having a gap between the granite and the wall/cabinet, is an area that we do not have any responsibility.  We do not do any cabinet work or repair as we are not licensed to do so.  We only provide the product that has...

been ordered and install it in and on the areas that are provided by the homeowner.  We cannot be held responsible for a customers cabinet, floor, or wall integrity or lack thereof.  In the event that a cabinet pulls away from the wall, it is the customer's responsibility to correct this issue.  It is an unusual situation but has happened before as a result of the improper installation of the cabinets. Typically this happens when the cabinets are not secured to the wall properly, such as being screwed into the drywall only and not to a wall stud.  The extreme weight of the granite can cause the cabinets to pull away from the wall if they are compromised in their installation or have structural damage in their framework.  This is impossible for us to determine prior to our installation.We will schedule a time to meet with the customer to provided trim molding to cover the gap as a remedy.  This is completely her choice whether to accept this assistance or not but we are offering this service at no charge.Sincerely,East Coast Granite and Tile, Inc.

To whom it may concern:East Coast Granite and Tile has reviewed the current rebuttal from [redacted] and we stand firm with our previous position regarding the original complaint.Sincerely, East Coast Granite and Tile

The $[redacted] paid to East Coast Granite was not for a SALE; it was for a CONTINGENT HOLD on a salvage piece of granite.  [redacted], the sales person, insisted that the $[redacted] would only put a “hold” on the granite until we could get our table in for the shop employees to decide if the work we needed could be done.  [redacted] stated the $[redacted] would be refunded if they could not do the work.  Once the shop employees told me the work could not be done as needed, [redacted], again, on several occasions, told me the $[redacted] would be refunded.  When I drove to East Coast Granite to personally get my refund,  [redacted] told me it was their policy not to give refunds per the owner.  In order for a sale to occur, a transfer of goods for money must occur.  My $[redacted] was given to [redacted], the sales person, in good faith.  I received NOTHING for the $[redacted]  I do not want a credit for any goods or services from East Coast Granite.  I WANT MY $[redacted] RETURNED.

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.  
The statement made by [redacted] is not representative of the conversation with us in our home.  At no point in the conversation did he tell us that there would be a charge if the claim was found, in their estimation, to be unwarranted. Our decision was based on the poor work the company had already completed and [redacted]'s comments that they could come back and it may take 20 - 40 minutes with a torch to heat up the glue holding the two pieces of counter top together.  We decided we did not want to risk further damage to our kitchen so w decided to leave it "as is" and sent the message.  You can not argue and win with people that misrepresent the truth.    Please close the case, as they will never admit they did anything wrong, but our kitchen counter top is proof of their poor workmanship and lack of business integrity.  Let all future buyers beware - you get what you pay for.  A cheap price does not equate to a quality product or quality installation.
Regards,
[redacted]

To Whom It May Concern:The previously referenced compensation check for damages will be issued to the Customer on Tuesday June 20th.  Thank You,Edward D[redacted]

To Whom It May Concern: We have addressed all the customer Concerns and have repaired the project to her satisfaction.  She has requested a $100.00 refund to her for compensation for time lost due to the issues.  We will be issuing her that refund from our accounting office...

immediately. Regards,Ed D[redacted]General ManagerEast Coast Granite and Tile, Inc.

To Whom It May Concern: After investigating the allegations made in this complaint, we have discovered that our normal business procedures have been followed as per our Company Guidelines. It is clearly stated on our Contract Agreement that all Sales are Final and NO refunds will be given....

 An In Store credit that is applicable to use on any goods or services is available and will be honored in the amount of $[redacted].00.  Obviously, we  are unable to deviate from our Company Policies for anyone as it would create a discriminatory retail practice and open East Coast Granite up to potential legal ramifications.

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.  East Coast Granite has not addressed our concerns!  My complaint from the very beginning of all the emails that has been exchanged with both [redacted] (Sales Manager) and the CEO, [redacted],  is that [redacted] in determining the cost of the back Splash installation, which the paid invoice was based on, she measured incorrectly 7 out of 8 areas wrong.  Some of the areas measured were over 40% higher than the actual measurements that both the East Coast Granite installer ([redacted]) and I reviewed on the day of the installation.  In the discussion with both [redacted] and [redacted],  I did provided both of them,with 32 pictures of the corrected and exact measurements of the area to be covered.  Upon the  review by the CEO,  he did agree that [redacted]'s measurements were in fact incorrect,  and that my measurements were accurate. This in information was proven beyond a show of a doubt to the CEO and [redacted].  Those measurements were used to determine the overall costs of the installation,  and those mis measured areas by [redacted] were incorrectly figured on the invoice that we paid in full two weeks before the starting of the installation.   [redacted] has been aware of the exact reason for our dissatisfaction with her, and exactly why we have tried to work with her and the CEO, to use the corrected areas for the correct determination of the corrected invoice.   [redacted] continues to try to assume that because she ordered the installer ([redacted]) to bring 40 square feet of tile with him,  and ordered him to use all 40 feet of tile up on the job, that this is the determining factor that our invoice was based on.  This assumption of what he placed on the truck,  and what he used on site has nothing to do with the computations of the invoice.  The invoice was again determined by the incorrect measurements that [redacted] performed,  nothing else.  I have proven over and over again,  that the total area to be covered was exactly (shown this in 31 pictures forwarded to them) 33.3 square feet.  The 33.3 square feet included 29.3 square feet of tile,  and 5 square feet of glass (they used only 4 square feet of glass,  but the invoice reflected 5 square feet of glass, and that is what we paid for).  After the installation I actually counted each and every tile that was placed on the back splash,  and the totals were exactly the same (I estimated (measurements) that the area was 33.3 square feet,  and a accurate count of tile used was 33.3 square feet).  [redacted] invoiced us (copy of the contract was forwarded to you) for 47.2 square feet of product (tile and glass).  I informed [redacted] that it is physically impossible to place 47+ square feet of product on an area that is 33.3 square feet.   I also informed [redacted] and [redacted] that if the installer used 40 square feet of tile,  he scraped 1 out of every 3 tile.  If she feels that is correct,  she informed us that the normal scrap rate is less than 10% on an installation.  In communication with [redacted], [redacted] and [redacted],  they all agreed that in the normal installation,  scrap rate averages less than 10%.  Again,  [redacted] (installer) agreed with the measured areas of 33.3 square feet, but he informed me that he was going to use up all the 40 square feet of tile that [redacted] informed him to use.   The bottom line is that the CEO,  in a copy of an he mail he forwarded to us,  agreed that our measurements were accurate and correct.  He also informed us that "he could not refund us the correct amount,  because he already paid the commission to his staff".  With this email is should be totally clear,  that [redacted]'s measurements were incorrect,  and that the invoice that was paid was based on those numbers,  and the original invoice is also incorrect.  So in [redacted]'s (East Coast Granite's) reply,  did she address the basic question or acknowledge her huge mistake when determining the accuracy of her measurements?  The CEO has acknowledged those facts,  but refuses to refund the difference that we calculated from the invoice that we paid in advance on.  They also do not acknowledge the fact that we paid sales tax on the installation.  I provided details both from the state department of revenue,  and other back splash installers ([redacted], [redacted], [redacted]), that when a contractor installs the product,  that sales tax is not charged.  That is the law,  but they did charge us sales tax on the back splash, when they are under law suppose not to charge tax.  [redacted] seems to forget (even though I ask her many times) that we did not pay sales tax when they installed the granite counter tops.  So why did they charge for one and not the other?  And why did they charge sales tax when others do not charge it,  and the South Carolina Department of Revenue indicates that they should not charge sales tax when they act as the contractor of the installation.   We did receive a small refund ($[redacted]),  but that was  because we changed and deleted one area of the back splash.  But the $[redacted] did not reflect the 2 square feet of product that we changed,  or did it reflect that we were billed for 5 square feet of glass,  and they only used 4 square feet of glass.  East Coast Granite has an on going special,  that if you purchase over 50 square feet of granite counter tops,  you will receive a completely installed, 30 square feet of tile on the back splash for $[redacted].00.  We accepted the special, and  since they used 29+ square feet of tile,  and 4 square feet of glass (we paid extra for the glass,  and the glass was included in the installation special price),  that the invoice should reflect the special price.  The glass was extra, along with special paint on the installed area (see invoice that was provided you).  We have tried to work for many many weeks with East Coast Granite and be very fair with them.  But [redacted] has refused to either acknowledge her mistake (the CEO has acknowledged her mistake, but refused to refund the corrected invoice),  and is using information that has no relationship to our original concern (mistakes on overall measurement of back splash).  She could have loaded 50 square feet of tile on the installers truck,  that has exacly zero input on when the invoice was calculated two weeks before the start of the installation.  Again,  it remains that the CEO ([redacted]) has acknowledge in his email the large mistake by [redacted] (miscalculation of measurements of over 45% by [redacted]), but he would not refund us the updated invoice that reflect that amount.  I have indicated many many times that the complete installation of both granite and back splash was extremely professional,  the people have always been on time,  and completed the job in a way that many others just could not do.  But our only complaint has always been,  the miscalculation by [redacted],  and the lack of the CEO (even though he did accept responsibility in his email) to settle this,  and provide us with the refund of the exact amount, which is determined by the correct measurements. We have provided you with over 30 attachments to verify our claims and measurements.   How can the CEO agree on that the mistake was made,  but then not accept responsibility to step up and work in a professional manner.  We are not asking for anything that was not proved by the 31 pictures that we forwarded to him.  Our calculations are exact,  and in no way, can the measurements be disputed (CEO agreed and the installer agreed).   As I informed East Coast Granite,  we did not make the mistake,  and this is not just a couple of dollars that is being disputed.  I hate to think, but this just might be a simple way for [redacted] to increase profit (and commission) for her,  and hope that normal customers do not followup on checking for an accounting of the measurements of the area to be installed.   We paid about $[redacted] for the the bacl splash installation,also over $3000 for the granite installation  and we were overcharged about 45% on the back splash,  according to the measurements and special offer that East Coast Granite is running.   That is a significant amount,  when you consider the overall cost that we paid on the invoice that was based on one item, that the area to be covered be determined by an accurate measurement.  I do not know if the incorrect measurement was incorrect by accident or on purpose?).  Thank you again for you time.  Please ask [redacted],  if she or [redacted] could respond to the specific questions that we always asked her,  and not just reply with a story that has no relationship to the complaint.   Also why the CEO acknowledges to [redacted]'s mistakes (email provided you),  but feels we are not entitled to a refund (not just because he already paid the commissions to the sales force)?Regards,
[redacted]

To Whom It May Concern,The issue in question has been addressed with the customer.  Repair has been performed and Customer is satisfied.  We apologize for the inconvenience and delay due to communication and scheduling failures.   Regards, Edward D[redacted]East Coast Granite and...

Tile, Inc.

Dear Applicable Revdex.com Officials, In response to the complaint filed by [redacted] we submit the following:[redacted] granite in fact was not installed within the five (5) business days of measurement that he was promised as it was not...

possible to do so due to obstacles / delays caused by [redacted] rather than [redacted] and Tile. On 5-13-2015 the templating of [redacted] kitchen cabinets was performed (this is normally only done once). At that time [redacted] family member/ representative was informed that none of the cabinets could undergo any repositioning or changing in any way as this would offset the dimensions templated. At this time the customer agreed / acknowledged this and signed off on the template. On 5-16-15 Cutting of [redacted]’s kitchen was performed. (This would have put the install within the 5 business days as promised). We received a call from this customer around this same time prior to installation asking if the granite had been cut as there had been changes made to the cabinets now requiring the stone be fabricated what the customer thought should be 3 inches longer. We advised the customer the stone had already been cut and that we would have to return to re template to confirm the new dimensions. As well, the company would have to cut another larger replacement piece resulting in an additional cost to him.(Again, there were to be no changes made prior to cutting/installation). The customer’s kitchen was re templated on 5-28-15. [redacted] then called asking for several courtesies / additional measures such as free re cutting of the originally cut material so that it could be installed in other areas. These were and are measures that require authorization (being requested to be done at no charge) from management and therefore further caused the delay of his installation. Had East Coast Granite been permitted to go forth without these additional requests, installation would have been performed as scheduled.Upon installation, the customer complained that the granite was cut differently than agreed upon at the time of templating and did not fit. The granite was in fact cut to the templated dimensions and to those agreed upon. The company then in an effort to satisfy [redacted] discontent and at his request provided several services over and above any that would normally be provided and were again provided in the name of customer service.[redacted] has also complained that the company failed to provide a free vanity top with sink. Members of the staff while providing this promotion daily, were never made aware of the existence of a Powder room as [redacted] never mentioned this until after the second templating and cutting of his kitchen. No salesman ever went to [redacted] home, as he presented the company with his own drawings to initiate the agreement. The company would have been more than happy to provide this as we do hundreds of others, had it only been requested at the time of contracting or even at the time of the initial template.East Coast Granite and tile has endeavored to satisfy this customer regardless of the several circumstances involved and not caused by the company.

Just wanted you to know I got the correct check from East Coast Granite today.  Thanks for all your help in this matter and I hope you have a wonderful day.   [redacted]